Latest MTN Nigeria Job: CEM Data Analyst

MTN Nigeria is 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.MTN Nigeria is recruiting to fill the vacant position below:Job Title: CEM Data AnalystLocation: LagosJob DescriptionExecute big data analysis based on CEM tools and other agile digital platforms and provide business functions with intelligenceDevelops dashboard or reports that measure customer or service metrics for various functional areas within SOCIdentify innovative ways for measuring, improving or reporting business insightsIdentify opportunities for building new use cases by understanding & translating raw data & KPIs into actionable work functionsHelp different functional areas in fulfilling their commitments through timely and insightful analysesSupport development and deployment of customer experience management systems and tools as may be requiredDeliver actionable business insight and recommendations.Evaluate impact of service degradation on the customer KPIs, business objectivesIdentify opportunities for building new use cases by understanding & translating raw data & KPIsExecute ad-hoc data analytics requestsValue created from customer engagement & OperationsValue from positive customer experience index/NPSWork with IS teams, IP security, Commercial teams and NID to maximum value is derived from data analytic and cognitive information in the CEM platforms.Provide direction on service level measurement issues.Monitor the performance and report against KQI and CEIProvide direction on Customer Experience measurementsProvide direction on how to effectively Manage Customer ComplainsJob condition:Normal MTNN working conditionsMay be required to work extended hours 

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