Analyst - Monitoring and Performance at MTN Nigeria

Reports To: Manager - Ecosystem Development

Mission

• Monitor, analyze, and report on the performance of digital services and platforms, while supporting digital product implementation and end to end customer journey monitoring to drive service reliability, efficiency, and continuous improvement.

Description

• Monitor the performance of digital channels, products, portals, and tools; proactively identify issues, risks, and degradation, and track remediation to closure.
• Ability to interpret monitoring metrics and KPI and suggest recommendations to product improvements
• Conduct regular digital channel / portal and product performance reviews, generating insights and actionable recommendations to drive optimization, growth, and revenue improvement.
• Support continuous improvement of Digital Services products by tracking channel performance and customer experience outcomes. 
• Design and document end to end user journeys, product concept documents, functional specifications, user story and process flows for digital products 
• Participate in requirement elicitation with stakeholders, and document business and functional requirements for digital products
• Support the full lifecycle of digital products and channels; from ideation and design through testing, launch, and post launch optimization. 
• Lead or support User Acceptance Testing (UAT), quality assurance, and pre deployment validations, ensuring functional accuracy, stability, scalability, and performance readiness. 
• Ensure all tracking and performance methodologies remain compliant with laws and data privacy regulations
• Collaborate closely with the Digital Business Growth team to:
• Develop digital content ecosystem features, functionalities, platforms and systems that exceed identified/evolving customer expectations, needs, and priorities
• Implement digital content ecosystem features, functionalities, platforms and systems withdrawal, ensuring that alternative solutions are available to customers, properly planning a migration path to alternative services, and communicating changes effectively with a limited impact on revenues and subscriptions
• Evaluate, maintain, communicate, and review an updated digital content ecosystem roadmap for Digital Services
• Provide advisory services to various business functions on how to translate customer expectations, needs, and priorities into compelling and relevant ecosystem features, functionalities, platforms and systems appropriate to market opportunities
• Gather feedback from internal and external users (product teams, developers, partners) to drive continuous enhancements across interfaces, workflows, and system behaviours. 
• Investigate and resolve customer-impacting issues, including platform performance challenges, service downtime, API failures, or integration defects.   

Requirements
Education

• A first degree in any related discipline
• Fluent in English.

Experience:

• 3-7 years’ experience which includes
• Experience working in a medium organization 
• Knowledge of agile methodologies, frameworks and use of agile tools (eg Jira)
• Experience in business analysis, requirements gathering, and user story documentation.