Applications are invited from suitable and qualified candidates for the position of Client Experience Officer at MTN Nigeria.
About MTN Nigeria
MTN Nigeria Communications PLC offers wireless telecommunication services, including roaming, Internet, bills payment, device financing, and SIM registration. Serving customers in Nigeria, MTN Nigeria is focused on “Leading digital solutions for Africa’s progress” as its Ambition 2025. This ambition aims at accelerated growth and faster deleveraging, positioning MTN for greater relevance by 2025. MTN has established strong core operations with the largest fixed and mobile network in Africa, a large registered customer base, extensive registration and distribution networks, and a formidable brand presence in its markets.
Summary
- Company: MTN Nigeria
- Job Title: Officer – Customer Intelligence.Customer Relations and Experience
- Job Type: Full Time
- Qualification: BA/BSc/HND
- Locations: Ikoyi, Lagos, South West Region, Nigeria
Job Title: Officer – Customer Intelligence.Customer Relations and 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.
See Also:
Requirements for the position of Customer Experience Officer at MTN Nigeria
Education:
- First degree in any relevant discipline
- Fluent in English
Experience:
- 3-7 years’ experience which includes
- Experience working in a medium 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
Deadline
15th September, 2026
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