Analyst - P10 Program.Customer Operations job at MTN Uganda

About the Organization

MTN Uganda is a subsidiary of MTN Group, a multinational telecommunications group connecting approximately 232 million people in 22 countries across Africa and the Middle East.

Job Description

Get information and insights from the “voice of the Customer” initiatives through various segmented customer engagement programs i.e. Customer Focus Group Sessions, Customer Forums, Social media, etc.

Duties and Responsibilities

Responsible for analytics on information to distil customer intelligence
Design and develop standard CEX surveys and reporting formats
Analyse CEX survey data, operational diagnostic, competitors and develop insights for CEX’s Management
Track and report customer advocacy metrics across the organisation
Provide support in the design, execution, analysis and communication of customer research and feedback
Conduct CEX change readiness assessments, evaluate results and present findings to the CEX Management.
Implement proper controls/sign-offs/authorizations for all CEX change requests.
Analyse and report on CEX Strategy’s implementation, results and actions from closed loop feedback
Manage and promote CEX’s programs and channels ensuring effective uniform, and timely information dissemination to the frontline Staff.
Monitor Opco customer touch points to ensure continuous customer loyalty and advocacy.
Get information and insights from the “voice of the Customer” initiatives through various segmented customer engagement programs i.e. Customer Focus Group Sessions, Customer Forums, Social media, etc.
Manage the execution of the Customer Experience Blueprint in the management and implementation of new systems and procedures.
Develop Customer insights report specifications through various Dashboards to assist CEX Management’s business decisions
Manage relationships with key customer impacting business units for service efficiency.

Qualification, Experiences and Competencies

Two to four years of work experience in a customer facing operations environment
Experience with Reporting, Data Generation, Management and Analysis
Adept at queries, report writing and presenting findings
Strong analytical skills with the ability to collect, organize, analyse, and disseminate significant amounts of information with attention to detail and accuracy.
Technical expertise regarding data models, database design development, data mining and segmentation techniques
Highly proficient in all MS Office applications i.e. Word, Excel & PowerPoint
Database Management Experience (SQL, MySQL, Oracle, etc) with proficiency in scripting using T-SQL, R, SAS, etc
Telecommunication and project management experience is an added advantage

Training

Data Management
Business Planning and Analysis
Project Management Reporting
Quality Management
Customer life time value
Service Segmentation
Loyalty & Churn Management

Knowledge, Skills and Attributes:

Analytical Thinking
Attention to Detail
Computer & Information Technology Appreciation
Data Management and Reporting
Customer Focus and priority driven
Stakeholder Relationship Management
Insight Management
Product knowledge
Effective Communication skills,
High level of energy and creativity; willingness to go the extra mile
Highly driven and motivated with strong personal presence, integrity and resilience
Results orientated
Ability to work independently and as part of a team.