Officer - Research and Digital Media 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 position below:

Job Title: Officer - Research and Digital Media

Job Identification: 6498
Location: Ikoyi, Lagos
Job Schedule: Full-time
Reports To: Manager - Self Service and Digital Platform Support
Division: Customer Relations and Experience

Mission

• To implement Customer service operational plans as it relates to digital services adoption and Self Service
• To lead and manage a team of Customer Relationship Partners to deliver excellent customer care and implement customer service operational plans.

Description

• Participate in the implementation of the back office and complain about operational plans.
• Adhere to all defined operational guidelines.
• Participate in the implementation of frontline empowerment business initiatives.
• Participate in the research on MTN products and services in comparison to the competition.
• Participate in research on new and emerging technology within the digital space.
• Develop contents for frontline and customer empowerment.
• Review of the knowledge base in line with changing business needs
• Develop contents for training the MTN chatbot.
• Review customer feedback as the need arises and leverage insights for process improvement.
• Provide support for all ICT products and services.
• Ensure customization of contents aligned to all customer interactive channels.
• Participate in the development of contents for new products and services.
• Troubleshoot devices and ensure education on new devices and technology.
• Conduct root cause analysis on customer pain areas and translate to knowledge contents for frontline and customer empowerment.
• Participate in user acceptance testing for new features on digital platforms.
• Attend all relevant agile ceremonies as they apply to Scrum Project Management deployments.
• Act as a change agent in the implementation of new initiatives both within the business unit and company-wide.
• Assist in implementing effective, proactive, quality processes at the operating level that will positively impact quality and enhance customer satisfaction.

Requirements
Education:

• First Degree in any relevant discipline 
• Fluent in English.

Experience
3-7 years’ experience which includes

• Experience in design thinking
• Experience in project management using agile methodology.
• Experience in content development using Adobe Creative Cloud (Photoshop, After Effects, in-design, audition, illustrator, Adobe Captivate, Premier Pro, 3DMax, Cinema 4D, Maya)
• Experience working in a medium organization.
• Experience in pre- and post-video production activities
• Experience in graphic and infographic design
• Experience in UI and UX design.

Application Closing Date
13th October, 2025; 10:59 PM.

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