Officer - Knowledge Delivery Management at MTN Nigeria

Reports To: Manager - Knowledge Delivery

Division: Customer Relations and Experience

Mission:

• Analyze customer feedback and NPS data to inform improvements in customer care and business processes.
• Collaborate with stakeholders to deploy tools and processes that bridge customer experience gaps.
• Contribute to implementing key priorities for long-term success in customer relations and experience, driving continuous improvement and optimization.

Description:

• Assist in creating content, articles, FAQs and communication to support frontline service delivery  
• Assist in translating 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, and governance Maintain and continuously improve internal and external knowledge bases for better usability and accessibility for employees and customers
• Identify and document recurring customer and frontline pain points using feedback insights and service trend analysis
• Maintain and continuously improve internal and external knowledge bases to align to current business reality
• Assist with measuring and evaluating the effectiveness of knowledge management initiatives and identify areas of improvement within the division and third party

Education:

• First degree in any relevant discipline  
• Fluent in English 

Experience:

3-7 years’ experience which includes

• Experience working in a medium organization 
• Experience in the service industry 
• Experience in a Customer Service-related role 
• Knowledge Delivery 
• Experience in content development using Adobe creative cloud
• Experience in the use of Visio for process mapping & documentation