CEM Data Analyst at MTN Nigeria

MTN Nigeria - The leader in telecommunications in Nigeria, and a part of a diverse community in Africa and the Middle East, our brand is instantly recognisable. It is through our compelling brand that we are able to attract the right talents who we carefully nurture by continuously improving our employment offerings even beyond reward and recognition.

We are recruiting to fill the vacant position below:

Job Title: CEM Data Analyst

Loaction: Lagos

Job Description

• Execute big data analysis based on CEM tools and other agile digital platforms and provide business functions with intelligence
• Develops dashboard or reports that measure customer or service metrics for various functional areas within SOC
• Identify innovative ways for measuring, improving or reporting business insights
• Identify opportunities for building new use cases by understanding & translating raw data & KPIs into actionable work functions
• Help different functional areas in fulfilling their commitments through timely and insightful analyses
• Support development and deployment of customer experience management systems and tools as may be required
• Deliver actionable business insight and recommendations.
• Evaluate impact of service degradation on the customer KPIs, business objectives
• Identify opportunities for building new use cases by understanding & translating raw data & KPIs
• Execute ad-hoc data analytics requests
• Value created from customer engagement & Operations
• Value from positive customer experience index/NPS
• Work with IS teams, IP security, Commercial teams and NID to maximum value is derived from data analytic and cognitive information in the CEM platforms.
• Provide direction on service level measurement issues.
• Monitor the performance and report against KQI and CEI
• Provide direction on Customer Experience measurements
• Provide direction on how to effectively Manage Customer Complains

Job condition:

• Normal MTNN working conditions
• May be required to work extended hours

Experience & Training

• First degree in Electrical & Electronics, or related fields.
• 3 – 7 years experience in telecommunication environment
• 4 years’ experience in business process modelling, analysis & design
• Good understanding of Hive, Apache PIG, Storm and SPARK
• Ability to run SQL over Hadoop and also manage Big Data Northbound interfaces
• Network Operations Analytics and Failure Demarcation
• Knowledge of Big data management in non-SQL environment
• Good knowledge of network technologies across verticals.
• Big Data Dashboard implementation
• Capable of leading process analysis and providing objective feedback on areas of improvement
• Familiarity with implementing analytics solutions with one or more Hadoop distributions (Cloudera, Hortonworks, MapR, HDInsight, EMR)
• Familiarity with streaming data ingestion
• Proficient in Python and/or Java
• Familiarity or strong desire to learn quantitative analysis techniques (e.g., predictive modeling, machine learning, segmentation, optimization, clustering, regression) Training:
• Power Business Intelligence
• Big Data Management system and brokers
• Predictive analytics
• Big data analysis
• Hadoop database management
• Customer Experience management platforms
• Big Data architecture and Deployment

Minimum Qualification

• B.Ed, B.Eng, B.Sc, B.Tech or HND

Application Closing Date
29th August, 2018.

How to Apply
Interested and qualified candidates should:
Click here to apply online