Job Title: Analyst – Customer Intelligence
Job Identification: 5314
Location: Ikoyi, Lagos
Job Type: Full-time
Job Category: MTN Level 2
Reports To: Manager – Business Planning Analysis and Reporting
Division: Customer Relations and Experience
About MTN Nigeria:
MTN Nigeria is the leading telecommunications company in Nigeria and a key player in the diverse community of Africa and the Middle East. Our brand is synonymous with innovation, excellence, and connectivity, enabling us to attract top talent and continuously improve our employment offerings beyond reward and recognition.
We are seeking a highly analytical and detail-oriented Analyst – Customer Intelligence to join our Customer Relations and Experience team. This role is pivotal in leveraging data to drive customer retention, improve customer experience, and support strategic decision-making.
Job Summary:
The Analyst – Customer Intelligence will be responsible for analyzing customer and business data, generating insights, and contributing to the design and implementation of analytics products and services. This role requires a strong understanding of predictive analysis, statistical modeling, and data visualization tools to support MTN’s mission of delivering exceptional customer experiences.
Key Responsibilities:
- Data Analysis & Reporting:
- Collect, analyze, interpret, and summarize data to generate statistical and analytical reports.
- Utilize tools like Power BI, Thinkcell, and other data visualization platforms to create actionable insights.
- Conduct competitive intelligence to analyze products and service offerings across regions and channels.
- Predictive Modeling & Insights:
- Build, implement, and maintain predictive models using programming languages such as R, Python, SAS, or SQL.
- Monitor model performance, provide feedback, and recalibrate models as necessary.
- Analyze customer demographics, usage, and behavior to drive retention and value creation strategies.
- Customer Experience & Retention:
- Develop initiatives to enhance customer retention and loyalty in collaboration with other departments.
- Analyze customer-impacting trends and provide recommendations to guide management decisions.
- Ensure data integrity and adherence to data governance policies through regular audits and reviews.
- Call Center Optimization:
- Forecast and analyze traffic volumes and flow to the Call Center for workforce dimensioning and scheduling.
- Liaise with outsourced call center vendors to validate customer traffic and performance reports.
- Team Collaboration & Development:
- Support the coaching and development of team members, fostering a collaborative work environment.
- Document actions taken to resolve client problems and ensure continuous improvement.
Requirements:
- Education: First degree in any relevant discipline.
- Experience:
- 3–7 years of experience in a medium-sized organization.
- Proven experience in predictive analysis, machine learning, and data mining.
- Strong knowledge of statistical modeling techniques and algorithms.
- Proficiency in at least two programming languages (R, Python, SAS, or SQL).
- Experience in customer care and management, with a focus on data analysis and segmentation.
- Skills:
- Excellent understanding of data manipulation and interrogation techniques.
- Strong analytical and problem-solving skills.
- Ability to interpret complex data and generate actionable insights.
- Fluent in English with excellent communication skills.
What We Offer:
- The opportunity to work with a leading telecommunications company in Nigeria.
- A dynamic and inclusive work environment that values innovation and collaboration.
- Competitive compensation and opportunities for professional growth.
How to Apply:
If you are a data-driven professional with a passion for customer intelligence and analytics, we encourage you to apply.
Application Deadline:
10th March, 2025; 10:59 PM
Why Join MTN Nigeria?
- Be part of a company that is transforming telecommunications in Nigeria and beyond.
- Contribute to delivering exceptional customer experiences through data-driven insights.
- Work in a supportive environment that fosters creativity, innovation, and excellence.
Take the next step in your career with MTN Nigeria. Apply today!
