Analyst - Knowledge Delivery Management, Customer Relations and Experience at MTN Nigeria

Job Identification: 5814

Mission

• Optimize the customer experience by leveraging data-driven insights from customer feedback. 
• Support the continuous improvement of customer care delivery and business processes through systematic analysis of customer feedback and NPS data. 
• Collaborate with stakeholders to effectively deploy critical tools and processes, bridge gaps in the customer experience, and contribute to the implementation of key priorities for long-term success in MTN Nigeria's customer relations.

Description

• Create content, articles, FAQs and communication to support frontline service delivery  
• Translate CX and NPS findings, Quality feedback into standardized knowledge materials (e.g., guides, FAQs, SOPs)
• Facilitate knowledge transfer sessions, workshops, and e-learning initiatives to equip customer service teams with up-to-date information
• Conduct periodic audits and knowledge gap analyses to ensure accuracy, relevance, and accessibility of knowledge assets.
• Drive frontline and customer empowerment by simplifying access to key information and enabling faster issue resolution
• Identify and document recurring customer and frontline pain points using feedback, insights and service trend analysis.
• Manage end-to-end operations of the enterprise knowledge management system, ensuring consistency, findability etc
• Conduct daily, weekly or as the need arises audits of the Enterprise Knowledge Management system ensuring there are no obsolete information
• Liaise with Marketing, Digital, Enterprise, FBB, IT, and other relevant stakeholders to ensure timely product updates/ service information across all customers interactive channels
• Maintain and continuously improve internal and external knowledge bases to align to current business reality
• Monitor usage metrics, content effectiveness, and adoption rates to identify knowledge gaps and recommend continuous improvements.
• Measure and evaluate effectiveness of knowledge management initiatives and identify areas of improvement within the division and third party
• Ensure knowledge management practices comply with company policies, industry regulations, and data security requirements.
• Participate in the enhancement of AI chatbots, ensuring customer perspective is in consideration during content creation and across other applicable channels
• Stay updated on global best practices in knowledge management and implement innovative approaches to improve service delivery within the division and across similar commercial areas ie. Enterprise Business, FBB etc.
• Project Participation
• Participate in UAT for Knowledge related assets.

Requirements
Education:

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

Experience:
3–7 years’ experience, which includes

• Minimum of 3 years’ experience in an area of specialization; with experience working with others
• Experience in design thinking & project management 
• Experience in content development using Adobe creative cloud suites
• Experience working in a medium organization.
• Experience in Customer Care and Management
• Business writing/reporting
• Experience in the use of process mapping & documentation e.g. Visio