Manager, CEM Analytics at MTN Nigeria

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: Manager, CEM AnalyticsLocation: Lagos, NigeriaJob DescriptionExecute a forward looking Digital Transformation strategy using cognitive Analytics and Artificial Intelligence.Carryout analysis of Applications, Contents, Location, Terminals etc. and drill down to provide insight into customer preferences and use this to provide insight to the business unit on customer behavior’s and patternsManage the cross-functional service delivery through prompt availability of business insights and intelligent analytics.Lead the delivery of improved service KQIs Operationalize business-wide CEM frameworkDrive the strategy migration from network centric to customer centric business and digital transformation.Support the service alignment towards artificial intelligence and self-defined networkEnsure platform availability and well defined KQIs.Drive seamless delivery of new use case requests and reporting, as well as service availability of the CEM platform.Guarantee best in class customer experience managementPerform usage analysis and patterns and provide insight on possible reallocation of MTN resources to ensuring SMART planningServe the Division’s internal customers and provide solutions to improve the customer experience.Strategic Partnerships with MTNN leadership team to drive awareness on expected behaviours and impact on non-compliance on bottom line results and company image/reputation.Drive planned strategy for the successful delivery of MTN Group and MTNN transformation initiatives focusing on Customer centricity, including Perfect 10 Project.Drive an increase in MTNN’s Net Promoter Score.Work with IS teams, IP security, Commercial teams and NID to maximum value is derived from end-2-end service quality managementJob ConditionNormal MTNN working conditionsMay be required to work extended hours 

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