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  • Posted: Jun 14, 2017
    Deadline: Jun 20, 2017
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    MTN Nigeria is part of the MTN Group, Africa\'s leading cellular telecommunications company. On May 16, 2001, MTN became the first GSM network to make a call following the globally lauded Nigerian GSM auction conducted by the Nigerian Communications Commission earlier in the year. Thereafter the company launched full commercial operations beginning wi...
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    Business Analyst Segment & Channel Planning

    Division: Customer Relations

    Core Purpose of the Job

    • Ensure proper design, implementation and availability of technical support for user systems within assigned division/department.

    Job Summary

    • Conduct research and Provide feedback on consumer usage and perceptions of MTNN product and services for product evaluation & business development.
    • Monitor MTN Nigeria customer touch points to ensure adherence to defined customer service propositions across all channels (Call Center, Walk In, Self Service, Social Media/ Digital, Account Management).
    • Conduct periodic assessments to identify issues and generate insight for management decision making.
    • Coordinate and manage “Voice of the Customer” initiatives through various segmented customer engagement programs i.e. Customer Focus Group Sessions, Customer Forums) on applicable platforms.
    • Develop and implement innovative service improvement programs through enterprise-wide culture and indoctrination initiatives.
    • Develop and implement all Customer Education drives via diverse channels (TV, Radio, Email, Social Media, Self Service, Digital and Print Media).
    • Periodic audit and review of the customer service blueprint to ensure adherence and propose improvements as required.
    • Manage relationships with key customer impacting business units for service efficiency across all segments (High Value, Mass Market, Youth & Teens and Women).
    • Ensure uniform and timely dissemination of customer impacting information (across all segments and channels) to the frontline.
    • Manage and liaise with approved creative agencies (Advertising and Media) to develop creatives for the communication of service initiatives to customers.

    Education

    • First degree in any related discipline

    Experience:

    • 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

    Job Conditions

    • Normal MTNN office environment.
    • May be required to work extended hours
    • Open plan office

    Method of Application

    Interested and qualified? Go to MTN Nigeria on e-recruiter.ng to apply

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