Analyst - Lifestyle Services at MTN Nigeria

Mission: 

Execute the division's lifestyle service strategy by identifying, developing, and managing compelling and competitive lifestyle and VAS to help MTNN acquire customers and grow revenues in alignment with the overall business strategy and market requirements.

Description:

• Collaborate closely with Digital Business Development to define, drive, and monitor the design, documentation, development, implementation, testing, launch, management, review, and ongoing support of new Lifestyle and VAS for multiple customer segments according to the approved business plan and roadmap.
• Document, develop, implement, test, launch, and review digital products and services (lifestyle and VAS) according to the relevant policies, procedures, and processes to exceed targets as specified in the business plan.
• Develop, document, and maintain the policies, procedures, and processes for the development of Lifestyle and VAS using product concept documents, market requirement documents, feature descriptions, use cases, storyboards, and data flow diagrams as may be required.
• Develop and update accurate, current, data-driven, relevant, and understandable analysis, FAQs, and information packs to guide the use of Lifestyle and VAS.
• Solicit feedback from customers to continuously improve RMS (music, podcasts, and other) experiences, journeys, and interfaces.
• Monitor and expeditiously resolve complaints related to customer expectations, needs, and priorities on Lifestyle and VAS.
• Monitor and improve NPS related to lifestyle and VAS.
• Collaborate with the Digital Business Development team, if necessary, to develop and conduct training programs and technical support guides to introduce new Lifestyle and VAS to internal and external stakeholders, as may be required.

Education:

• A first degree in Business Administration, Business Management, Marketing, Social Sciences or any related discipline
• Certification or training in (Agile) Project Management will be an added advantage.
• Fluent in English

Experience:

3–7 years of work experience, which includes

• A minimum of three (3) years working in a small- or medium-sized organization
• Experience in customer service, growth marketing, product and value proposition development, product life cycle management, and product analytics and performance evaluation
• Proficiency in Microsoft Office (Excel, PowerPoint, and Word)
• Excellent communication, interpersonal, and writing skills; advanced ability to build strong working relationships across the organization, influence stakeholders, and work as part of a cross-functional team
• Experience in information technology, OTT, or telecommunications will be an advantage.
• The ability to analyze customer data, identify critical metrics for any digital product, manage small and large projects, and negotiate with vendors and suppliers on technical and commercial matters will also be an advantage.