Analyst - P10 Program, Customer Operations

About the role

MTN Group is hiring an Analyst for its P10 Program within Customer Operations, based in Kamwokya, Uganda. The role turns customer information into actionable intelligence, supports customer research and feedback, and helps manage the Customer Experience (CEX) program and its programs and channels.

Key responsibilities

• Analyse information to distil customer intelligence and design and develop standard CEX surveys and reporting formats.
• Analyse CEX survey data, operational diagnostics and competitor data, develop insights for CEX management and report customer advocacy metrics across the organisation.
• Support the design, execution, analysis and communication of customer research and feedback, and run CEX change readiness assessments, evaluating results and presenting findings to CEX management.
• Implement controls, sign-offs and authorisations for all CEX change requests, and report on the implementation, results and actions of CEX strategy.
• Promote CEX programs and channels so that information reaches the frontline staff in a uniform and timely way, and monitor customer touch points to protect loyalty and advocacy.
• Gather insights from voice-of-the-customer initiatives such as focus groups, forums and social media, and manage the Customer Experience Blueprint for new systems and procedures.
• Develop customer insight reports via dashboards to support management decisions and manage relationships with key business units for service efficiency.

Required profile

• Bachelor's degree, preferably in Mathematics, Economics, Information Technology, Statistics, Business Computing or Commerce.
• Two to four years of work experience in a customer-facing operations environment.
• Experience with reporting, data generation, management and analysis, and with querying, report writing and presenting findings.
• Strong analytical skills, attention to detail and accuracy, and ability to work independently and in a team.
• Telecommunications and project management experience is an added advantage.

Required skills

• Highly proficient in MS Office (Word, Excel, PowerPoint).
• Database management with SQL, MySQL, Oracle, etc., including scripting with T-SQL, R, SAS.
• Data models, database design, data mining and segmentation techniques.
• Training in data management, business planning and analysis, project management, quality management, customer lifetime value, service segmentation, loyalty and churn management.