Analyst – Customer Experience, Customer Experience at MTN Nigeria

We are recruiting to fill the position below:

Job Title: Analyst – Customer Experience, Customer Experience

Job Identification: 1729
Location:  Ikoyi, Lagos
Job Category: MTN Level 2
Job Schedule: Full time
Reports To: Manager – CEX Design and Implementation
Division: Customer Relations

Description

• Timeous review of Customer Journeys across MTNN product and services
• Identify gaps and 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 initiatives.
• Actively collaborate with stakeholders in change management programs impacting on customer experience.
• Customer journey mapping of existing and new product and services
• Comparative analysis with competition products to ensure MTNN positioning as Best-in-Class.
• 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.
• Develop Customer insights report specifications through various Dashboards to assist CEX Management’s business decisions
• Get information and insights from the “voice of the Customer” initiatives through various segmented customer engagement programs i.e. Customer Focus Group Sessions, Customer Forums, Online Social media.
• Liaise with approved MTN communication agencies i.e. PR, Advertising, and Media etc. to ensure a customer-centric communication to the customer from the Customer services Division.

Requirements
Education:

• First Degree in any discipline
• Fluent in English.

Experience:

• 3 – 7 years’ experience which includes:
  • Experience working in a medium-sized organization
  • Journey mapping; prototyping and framing
  • Business Planning and Analysis, preferably within the telecommunications sector
  • Experience in Enterprise Data Management
  • Experience in data analysis, problem solving and reporting/presentation
  • Experience in Customer Care and Management
  • Competitive and Marketing Research
  • Proficiency in the use of Microsoft office tools
  • Strong analytical skills.

Application Closing Date
29th November, 2022 (11:59 PM).

Method of Application
Interested and qualified candidates should:
Click here to apply online