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Analyst, Customer Intelligence (Supervisory) 807 views

Job Expired

MTN Nigeria is looking for Analyst, Customer Intelligence (Supervisory) in addition to its award winning team.

Job Description

  • Ensure Proper Design, Implementation And Availability Of Technical Support For User Systems Within Assigned Division/ Department
  • Account For Achievement Of Service Levels And Targets.
  • Co-Ordinate Activities Of Customer Facing Channels As Regards Service Delivery And Customer Experience.
  • Track The Achievement Of Customer Services KPIs ( Financial)
  • Ensure Integrity In Managing Subscriber Data/Information.
  • Document Actions Taken To Resolve Client Problems.
  • Ensure Full Optimization, Coaching And Development Of Team Members, Including Planning And Executing Team Building Activity.
  • Ensure Team Members Adhere To All Defined Operational Guidelines.
  • Conduct Research And Provide Feedback On Consumer Usage And Perceptions Of MTNN Product And Services For Product Evaluation & Business Development.
  • Maintain Brand Alignment In Rendering Sales And Services In Service Centre Environment.
  • Collaborate With Relevant Departments’ E.G.  Marketing In Deploying Promos.
  • Analyze And Report Customer Impacting Trends, Including Competitive Intelligence To Guide Management Decisions
  • Co-Ordinate Document Vetting Activities And Ensure The Completeness And Accuracy Of All Documents And Information.
  • Ensure Generation Of Relevant Reports For Management Purposes.
  • Develop Key Account Management Tactics In Line With The Organization’s Value Proposition.
  • Develop Initiative To Ensure Customer Retention/ Loyalty In Collaboration With Other Units And Departments.
  • Ensure Customers Are Educated On Use Of Products And Services And Enlightened On New Products And Initiatives.
  • Ensure Customers Are Advised On What Package(S) Will Suit Their Needs And MTN Products And Services Marketed To Current And Potential Customers.
  • Manage Relationship With Other Divisions Within The Organization E.G. Marketing, NWG Etc. And Facilitate Overall Customer Experience Improvement.
  • Continuously Seek Self-Professional Development To Sharpen Skills And Capabilities In A Versatile And Evolving Digital Landscape.
  • Foster Active Collaboration And Relationships With Employees Across All Levels And Divisions In Line With MTN’s VB And Values.
  • Mining Of Data From The Enterprise Data Warehouse For Analysis.
  • Auditing Of Customer Relations Data To Ensure Data Integrity And Management.
  • Conduct Competitive Intelligence On Products And Service Offerings.
  • Generate Daily, Weekly And Monthly Customer Relations Reports.
  • Analyze Customer Data For The Execution Of Various Customer Relations Strategies.
  • Conduct Regular Customer Focused Surveys To Garner Customer Feedback And Identify Customer Impacting Issues.
  • Generation Of Customer Insight Via Available Customer Data To Guide Strategic CR Business Decisions.
  • Collect And Analyze Customer And Business Information And Trends For Forecasting And Planning.
  • Coordinate And Prepare Data And Reports As Required To Support Strategic Decision Making.
  • Provide Intelligence To Support Business Planning.
  • Identify Issues And Generate Insights For Management Decision Making.

 Job Condition

  • Normal MTNN Working Conditions
  • May Be Required To Work Extended Hours
  • Open Plan Office

Experience & Training


  • First  Degree In Any Relevant Discipline
  • Fluent In English.


  • Minimum Of 3 Years’ Experience In An Area Of Specialisation; With Experience Working With Others
  • Experience Working In A Medium  Organization
  • Experience In Customer Care And Management
  • Some Experience In Formal Business Analysis

Minimum Qualification



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