Analyst - Customer Intelligence at MTN Nigeria

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 - Business Planning Analysis and Reporting

Division: Customer Relations and Experience

Mission:

• Responsible for analyzing data, as well as contributing to the design, implementation, and delivery of analytics products and services.
• Responsible to perform data mining on large dataset (structured and unstructured), interpret and generate insights from existing analytical models for customer retention and improve customer experience.
• Ensure proper design, implementation, and availability of technical support for user systems within the assigned division/department.
• Under supervision, responsible to ascertain and execute plans to build, implement, and maintain predictive models using available tools and programming languages. Monitor and provide feedback on model performance and recalibrate models as necessary.

Description:

• Collect, analyze, interpret, and summarize data in preparation for the generation of statistical and analytical reports and provide intelligence that supports decision-making.
• Collect and analyze customer and business information and trends for forecasting and planning across all channels (Call Center, Walk In, Self Service, Social Media/ Digital, Account Management).    
• Utilize specified statistical software to analyze and interpret research data, as appropriate to the individual position.
• Understand customer demographics, usage, and behavior to drive decision-making on retention and value creation.
• Analyze and report customer-impacting trends, including competitive intelligence, to guide management decisions.
• Ensure the generation of relevant reports for management purposes; utilize specified statistical software, e.g., Power BI, Thinkcell & other data visualisation tools.
• Conduct research and provide feedback on consumer usage and perceptions of MTNN products and services for product evaluation & business development.
• Ensure integrity in managing subscriber data/information.
• Document actions taken to resolve client problems.
• Ensure full optimization, coaching, and development of team members, including planning and executing team-building activity.
• Demonstrate broad understanding of the Big Data end-to-end ecosystem and dependencies to identify trends in customer dynamics.
• Develop initiatives to ensure customer retention/loyalty in collaboration with other units and departments.
• Audit and review of Customer Relations data to ensure data integrity and adherence to data governance policies.
• Conduct competitive intelligence on products and service offerings across all regions, segment and channels.
• Provide data and analysis to support the business planning process by management.
• Forecasting, projections, and trend analysis for traffic volumes and flow to the Call Center.
• Workforce dimensioning and scheduling for internal call center helpdesks.
• Liaise with outsourced call center vendors to produce and validate customer traffic and call center performance reports.

Education:

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

Experience:

3-7 years’ experience, which includes

• Experience working in a medium organization
• Solid understanding of predictive analysis: predictive modelling, machine learning and data mining.
• Proficient in using two programming languages out of R, python, SAS and SQL.
• Good understanding of customer data analysis, propensity modelling and segmentation techniques; excellent understanding of data manipulation and interrogation techniques.
• Good knowledge of statistical modeling techniques and algorithms.
• Experience in Customer Care and Management.

Method of Application