Applications are invited from suitable and qualified candidates for the position of Research and Digital Media 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 – Research and Digital Media. Customer Relations and Experience
- Job Type: Full Time
- Qualification: BA/BSc/HND
- Locations: Ikoyi, Lagos, South West Region, Nigeria
- Reports To: Manager – Self Service and Digital Platform Support
- Division: Customer Relations and Experience
Job Title: Officer – Research and Digital Media. Customer Relations and Experience
Mission:
- To implement Customer service operational plans as it relates to digital services adoption and Self Service
- To lead and manage a team of Customer Relationship Partners to deliver excellent customer care and implement customer service operational plans.
Description:
- Participate in the implementation of the back office and complain about operational plans.
- Adhere to all defined operational guidelines.
- Participate in the implementation of frontline empowerment business initiatives.
- Participate in the research on MTN products and services in comparison to the competition.
- Participate in research on new and emerging technology within the digital space.
- Develop contents for frontline and customer empowerment.
- Review of the knowledge base in line with changing business needs
- Develop contents for training the MTN chatbot.
- Review customer feedback as the need arises and leverage insights for process improvement.
- Provide support for all ICT products and services.
- Ensure customization of contents aligned to all customer interactive channels.
- Participate in the development of contents for new products and services.
- Troubleshoot devices and ensure education on new devices and technology.
- Conduct root cause analysis on customer pain areas and translate to knowledge contents for frontline and customer empowerment.
- Participate in user acceptance testing for new features on digital platforms.
- Attend all relevant agile ceremonies as they apply to Scrum Project Management deployments.
- Act as a change agent in the implementation of new initiatives both within the business unit and company-wide.
- Assist in implementing effective, proactive, quality processes at the operating level that will positively impact quality and enhance customer satisfaction.
See Also:
Requirements for the Position of Research and Digital Media Officer at MTN Nigeria
Education:
- First degree in any relevant discipline
- Fluent in English
Experience:
- 3-7 years’ experience which includes
- Experience in design thinking
- Experience in project management using agile methodology.
- Experience in content development using Adobe Creative Cloud (Photoshop, After Effects, in-design, audition, illustrator, Adobe Captivate, Premier Pro, 3DMax, Cinema 4D, Maya)
- Experience working in a medium organization.
- Experience in pre- and post-video production activities
- Experience in graphic and infographic design
- Experience in UI and UX design
Deadline
13th October, 2025
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