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: Analyst - Customer Experience
Job Identification: 7456
Location: Ikoyi, Lagos
Job Category: MTN Level 2
Reports To: Manager - CEX Design and Implementation
Division: Customer Relations and 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.
Application Closing Date
7th July, 2026; 10:55 PM.
https://www.hotnigerianjobs.com/hotjobs/915528/analyst-customer-experiencecustomer-relations-and.html