Analyst - Customer Experience.Customer Relations and Experience at MTN Group

Lagos, Lagos State, Nigeria -

Full Time

Start Date

Immediate

Expiry Date

27 Sep, 26

Salary

0.0

Posted On

29 Jun, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Experience Design, Data Analysis, Journey Mapping, Prototyping, Competitive Analysis, Microsoft Excel, Microsoft PowerPoint, Business Planning, Customer Intelligence, Change Management, Enterprise Data Management, Reporting, Stakeholder Collaboration, User Experience, Market Research, Dashboard Development

Industry

Telecommunications

Description

Reports To: Manager - CEX Design and Implementation Division: Customer Relations and Experience Mission: > * To support the business in building a seamless journey experience for our > customers across all interactions/touchpoints > * Responsible for generating reliable CEX data, insights and analysis used > for the overall strategy of promoting, enhancing and sustaining long term > positive customer experience Description: > * Develop Customer insights report specifications through various Dashboards > to assist CEX Management’s business decisions > * Run deep dive analytics on information to distil customer intelligence > * Analyse CEX survey data, operational diagnostic, competitors and develop > insights for CEX’s Management > * Conduct CEX change readiness assessments, evaluate results and present > findings to the CEX Management. > * Manage the execution of the Customer Experience Blueprint in the management > and implementation of new systems and procedures. > * Actively collaborate with commercial teams on design of products and > services > * Timeous review of Customer Journeys across MTNN product and services > * Identify gaps in journeys following feedback and survey outcomes /and user > experience > * Redesign customer journey to optimize experience of the Customer > * Collaborate with key stakeholders and subject matter experts to design, > test and roll-out of identified initiatives for product optimization. > * Collaborate with key stakeholders in development and test scenarios pre and > post roll out of revamp and automation initiatives. > * Actively collaborate with stakeholders in change management programs > impacting on customer experience. > * Key custodian of Customer journey mapping of existing and new product and > services > * Comparative analysis with competition products to ensure MTNN positioning > as Best-in-Class. Education: > * First degree in any discipline > * Fluent in English Experience: 3 – 7 years of experience in an area of specialisation; with experience with working with others > * Experience working in a medium organization > * Proficiency in the use of Microsoft office tools > * Experience in data analysis, problem solving and reporting/presentation > * Journey mapping; prototyping and framing > * Experience working in a medium organization > * Strong analytical skills > * Experience in Enterprise Data Management > * Strong Microsoft Excel and PowerPoint skills > * Business Planning and Analysis, preferably within the telecommunications > sector > * Experience in Customer Care and Management > * Competitive and Marketing Research We at MTN Nigeria Communications Plc (MTNN) are a purpose and value-led organization. At MTN Nigeria, we believe that understanding our people’s needs and aspirations is key to creating experiences that delight you at work, every day. We are committed to fostering an environment where every member of our Y’ello Family is heard, understood, and empowered to live an inspired life. Our values keep us grounded and moving in the right direction. Most importantly, they keep us honest. It is not something we claim to be - it is in our DNA. As an organisation, we consider it our mission to create an exciting and rewarding place to work, where our people can be themselves, thrive in positivity and ignite their full potential. A workplace that boosts creativity and innovation, improves productivity, and ultimately drives meaningful results. A workplace that is built on relationships and achieving a purpose that is bigger than us. This is what we want you to experience with us! Our commitments go beyond an organisational promise. It is in our leadership and managerial ethos to meaningfully partner with our employees, customers, and stakeholders with a vision to realise our shared goals. We are delighted that you consider us your career partner to make a mark in the world. We wish you a rewarding career. Do you want to be a part of a mission that delivers a bold new digital world to Nigeria and Nigerians? Obsessions: How We Do It The behaviors that keep our culture strong and safe. 1. Light It Up! Always Do This: 🔹 Bring all your heart and all your smarts to us. Never Do This: ❌ Never doubt your value here or let anyone else do it. And never do it to anyone yourself. 2. Raise Your Hand. Speak Your Mind. Always Do This: 🔹 Respectfully but firmly challenge any threat to what we stand for. Never Do This: ❌ Never hesitate to tell the truth as you see it, to whoever you have to tell. And never cause others to fear telling you. 3. Collaborate. Don’t Isolate. Always Do This: 🔹 Share what you know and respect what others can teach you. Never Do This: ❌ Never think that you are great unless you help make others great too. 4. Things Always Get Better Here. Always Do This: 🔹 Take your own steps forward to improve and strengthen us. Never Do This: ❌ Never believe or cause others to believe that "not now" means "not ever." Do you want to be a part of a mission that delivers a bold new digital world to Nigeria and Nigerians? Then, join MTN Nigeria! Welcome to our Y’ello Family, where our people are our most critical competitive assets. If you are passionate about working for a brand that believes in YOU, invests in YOU, and delivers the best value to those we serve, then THIS is the place. Our Employee Value Proposition enables you to: 🟡 Work with meaning 🟡 Connect to develop 🟡 Thrive in positivity 🟡 Grow with purpose Live inspired. It’s a great place to work! Take that bold step and apply today! *Eligible Females and People with Disabilities are encouraged to apply. *MTN Nigeria Communications Plc (MTN) does not and will never ask for payment of any kind from applicants in all MTN’s recruitment processes and stages such as job application, CV review, interview, meeting, and final processing of applications. *MTN is not liable for fraudulent publication of job offers in MTN’s name or for the fraudulent use of MTN’s name in any manner whatsoever. For whistle blowing and reporting fraudulent recruitment activities, contact us via MTNN.ForensicServices@mtn.com [MTNN.ForensicServices@mtn.com] By applying for this job, I am confirming that I have completed the job application privacy notice on MTN Nigeria job site (https://www.mtn.ng/career/ [https://www.mtn.ng/career/]).

Responsibilities

The role focuses on building seamless customer journeys by generating reliable CEX data, insights, and analysis to drive overall strategy. Key duties include redesigning customer journeys, conducting change readiness assessments, and collaborating with commercial teams for product optimization.