Business Analyst Segment & Channel Planning at MTN Nigeria

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 to fill the position below:Job Title: Business Analyst Segment & Channel PlanningLocation: LagosDivision: Customer RelationsCore Purpose of the JobEnsure proper design, implementation and availability of technical support for user systems within assigned division/department.Job SummaryConduct research and Provide feedback on consumer usage and perceptions of MTNN product and services for product evaluation & business development.Monitor MTN Nigeria customer touch points to ensure adherence to defined customer service propositions across all channels (Call Center, Walk In, Self Service, Social Media/ Digital, Account Management).Conduct periodic assessments to identify issues and generate insight for management decision making.Coordinate and manage “Voice of the Customer” initiatives through various segmented customer engagement programs i.e. Customer Focus Group Sessions, Customer Forums) on applicable platforms.Develop and implement innovative service improvement programs through enterprise-wide culture and indoctrination initiatives.Develop and implement all Customer Education drives via diverse channels (TV, Radio, Email, Social Media, Self Service, Digital and Print Media).Periodic audit and review of the customer service blueprint to ensure adherence and propose improvements as required.Manage relationships with key customer impacting business units for service efficiency across all segments (High Value, Mass Market, Youth & Teens and Women).Ensure uniform and timely dissemination of customer impacting information (across all segments and channels) to the frontline.Manage and liaise with approved creative agencies (Advertising and Media) to develop creatives for the communication of service initiatives to customers. 

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