MTN Nigeria is a leading telecommunications company providing mobile communication, digital, and connectivity services to millions of customers across Nigeria. The company is committed to delivering innovative solutions and enhancing customer experiences through technology, data, and customer-focused services.
MTN Nigeria is recruiting qualified candidates to fill the position of Officer – Customer Intelligence, Customer Relations and Experience.
Job Title: Officer – Customer Intelligence, Customer Relations and Experience
Location: Ikoyi, Lagos, South West Region, Nigeria
Employment Type: Full-time
Reports To: Manager – Business Planning Analysis and Reporting
Division: Customer Relations & Experience
Job Mission
To analyse large datasets to develop and maintain predictive analytics solutions, generate customer insights, enhance customer experience, and ensure effective system support and model performance.
Job Description
- Extract, analyse, and interpret customer data and advanced analytical models to generate insights that support the execution of various Customer Relations and Experience strategies.
- Collect and analyse customer and business information and trends for forecasting and planning across all channels, including Call Centre, Walk-In, Self-Service, Social Media/Digital, and Account Management.
- Evaluate various Customer Relations programmes and conduct behavioural analysis, data mining, customer insight generation, predictive modelling, performance management, and other relevant statistical analyses related to proposed and current Customer Relations programmes.
- Generate relevant Customer Services reports on a daily, weekly, and monthly basis across all regions, segments, and channels for management decision-making.
- Audit and review Customer Relations data to ensure data integrity and adherence to data governance policies.
- Conduct competitive intelligence on products and service offerings across all regions, segments, and channels.
- Provide data and analysis to support the business planning process.
- Conduct forecasting, projections, and trend analysis for traffic volumes and flow to the Call Centre.
- Carry out workforce dimensioning and scheduling for internal Call Centre helpdesks.
- Liaise with outsourced Call Centre vendors to produce and validate customer traffic and Call Centre performance reports.
Requirements
Education
- First degree in any relevant discipline.
- Fluent in English.
Experience
3–7 years’ experience, including:
- Experience working in a medium-sized organisation.
- Solid understanding of predictive analytics, including predictive modelling, machine learning, and data mining.
- Proficiency in at least two programming languages out of R, Python, and SQL.
- Good understanding of customer data analysis, propensity modelling, and segmentation techniques.
- Excellent understanding of data manipulation and interrogation techniques.
- Good knowledge of statistical modelling techniques and algorithms.
- Experience in Customer Care and Management.
How to Apply
Interested and qualified candidates should apply online through the MTN Nigeria careers portal.
Apply for Officer – Customer Intelligence, Customer Relations and Experience
Application Closing Date: Not Specified.