MTN Nigeria - The leader in telecommunications in Nigeria, and a part of a diverse community in Africa and the Middle East, our brand is instantly recognisable. It is through our compelling brand that we are able to attract the right talents who we carefully nurture by continuously improving our employment offerings even beyond reward and recognition.
We are recruiting for the position below:
Job Title: Officer - Customer Intelligence
Job Identification: 7651
Location: Ikoyi,
Lagos
Reports To: Manager - Business Planning Analysis and Reporting
Division: Customer Relations & Experience
Mission
- To
Analyze large datasets to develop and maintain predictive analytics
solutions, generating customer insights, enhancing customer experience,
and ensuring effective system support and model performance.
Description
- Extract,
analyse and interpret Customer data and advanced analytical models to
generate insight to aid the execution of various Customer Relations and
Experience strategies.
- 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).
- Evaluate
various Customer Relations programmes and conduct behavioural, data
mining, customer insight generation, predictive modeling, performance
management, and other relevant statistical analyses related to proposed
and current Customer Relations programmes
- Ensure
generation of relevant Customer Services report (daily, weekly and monthly
across all regions, segment and channels) for management decision making
- purposes.
- 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-sized organization
- Solid
understanding of predictive analysis: predictive modelling, machine
learning and data mining.
- Proficient
in using two programming languages out of R, Python, 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.
Application
Closing Date
15th
September, 2026, 10:55 PM.
How
to Apply
Interested
and qualified candidates should:
Click here to apply online
