Analyst - Closed Loop Feedback at MTN Nigeria

Reports To: Manager - Closed Loop Feedback

Division: Customer Relations and Experience

Mission:

• Harness the power of customer feedback to drive transformative insights, enhancing customer experience and informing operational excellence. Through data-driven decision making, collaboration, and knowledge-sharing: empower the organization to make informed decisions that foster a customer-centric culture and drive continuous improvement.

Description:

• Lead cross-functional collaboration to align feedback insights with internal objectives.
• Ensure secure storage and management of feedback data across departments.
• Monitor progress on feedback initiatives to ensure internal alignment.
• Promoting data privacy best practices in team discussions and knowledge-sharing sessions.
• Establish standardized processes for feedback analysis and reporting.
• Share key insights with internal stakeholders to drive improvements in operations.
• Translate customer feedback into actionable insights to improve services and products.
• Ensure feedback insights reflect customer expectations and preferences.
• Prepare detailed reports and presentations for senior stakeholders.
• Facilitate discussions on feedback-driven initiatives and align with stakeholder priorities.
• Ensure stakeholders understand and value customer feedback insights.

Education:

• First degree in any relevant discipline 
• Fluent in English.

Experience:

3 - 7 years of experience, which includes:

• Proficiency in advanced survey design and execution.
• Experience with analytics tools like Power BI, Tableau, and Excel.
• Strong problem-solving skills to address feedback-related challenges.
• Proven ability to work collaboratively with cross-functional teams.
• Knowledge of customer service principles and feedback impact.
• Strong presentation and communication skills for stakeholder engagement.
• Experience in implementing feedback-driven changes within an organization.
• Familiarity with data privacy laws and secure data handling practices.