Manager, CEM Analytics at MTN Nigeria

Job Description

• Execute a forward looking Digital Transformation strategy using cognitive Analytics and Artificial Intelligence.
• Carryout analysis of Applications, Contents, Location, Terminals etc. and drill down to provide insight into customer preferences and use this to provide insight to the business unit on customer behavior’s and patterns
• Manage the cross-functional service delivery through prompt availability of business insights and intelligent analytics.
• Lead the delivery of improved service KQIs Operationalize business-wide CEM framework
• Drive the strategy migration from network centric to customer centric business and digital transformation.
• Support the service alignment towards artificial intelligence and self-defined network
• Ensure platform availability and well defined KQIs.
• Drive seamless delivery of new use case requests and reporting, as well as service availability of the CEM platform.
• Guarantee best in class customer experience management
• Perform usage analysis and patterns and provide insight on possible reallocation of MTN resources to ensuring SMART planning
• Serve the Division’s internal customers and provide solutions to improve the customer experience.
• Strategic Partnerships with MTNN leadership team to drive awareness on expected behaviours and impact on non-compliance on bottom line results and company image/reputation.
• Drive planned strategy for the successful delivery of MTN Group and MTNN transformation initiatives focusing on Customer centricity, including Perfect 10 Project.
• Drive an increase in MTNN’s Net Promoter Score.
• Work with IS teams, IP security, Commercial teams and NID to maximum value is derived from end-2-end service quality management

Job Condition

• Normal MTNN working conditions
• May be required to work extended hours

Experience & Training

• First Degree in Electrical & Electronics, or related fields.
• 6-13 years’ experience which includes:7 years’ experience in service solution designing and operations in telecommunication environment
• Good understanding of GSM Technology, ITIL Process,
• Good knowledge of network technologies across verticals.
• Ability to perform standard analyses such as performance analyses, competitive analyses, market analyses
• 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)
• WCDMA Trans overview & design
• HSPA+ Capacity & Dimensioning
• HSPA+ Protocols & Procedures
• HSPA+ Workshop
• HSPA+ Trouble Shooting
• LTE Air interface
• LTE EPC Core network
• UMTS CSFB Overview Training:
• Power Business Intelligence
• Gaining Insight & Creating Value with Business Intelligence
• SIX SIGMA (Green Belt)
• 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

• BEd, BEng, BSc, BTech or HND.