CEM Data Analyst at MTN Nigeria

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