MTN Nigeria is part of the MTN Group, Africa\'s leading cellular telecommunications company. On May 16, 2001, MTN became the first GSM network to make a call following the globally lauded Nigerian GSM auction conducted by the Nigerian Communications Commission earlier in the year. Thereafter the company launched full commercial operations beginning with Lagos, Abuja and Port Harcourt. MTN paid $285m for one of four GSM licenses in Nigeria in January 2001. To date, in excess of US$1.8 billion has been invested building mobile telecommunications infrastructure in Nigeria. Since launch in August 2001, MTN has steadily deployed its services across Nigeria. It now provides services in 223 cities and towns, more than 10,000 villages and communities and a growing number of highways across the country, spanning the 36 states of the Nigeria and the Federal Capital Territory, Abuja. Many of these villages and communities are being connected to the world of telecommunications for the first time ever. The company\'s digital microwave transmission backbone, the 3,400 Kilometre Y\'elloBahn was commissioned by President Olusegun Obasanjo in January 2003 and is reputed to be the most extensive digital microwave transmission infrastructure in all of Africa. The Y\'elloBahn has significantly helped to enhance call quality on MTN network.
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.
Method of Application
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