Officer - Customer Intelligence
MTN Nigeria
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.
Education
- First degree in any relevant discipline
- Fluent in English.
Experience:
3-7 years’ experience, which includes
- Experience working in a medium-sized 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.
Application Closing Date
15th September, 2026, 10:55 PM.
How to Apply
Interested and qualified candidates should:
Click here to apply online
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Vacancy posted 6 hours ago
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