Analyst - Lifestyle Services 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.

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.

Method of Application