Analyst - Closed Loop Feedback, Customer Relations and Experience Job at MTN Nigeria

MTN Nigeria - The leader in telecommunications in Nigeria, and a part of a diverse community in Africa and the Middle East, our brand is instantly recognisable. It is through our compelling brand that we are able to attract the right talents who we carefully nurture by continuously improving our employment offerings even beyond reward and recognition.

We are recruiting to fill the position below:

Job Position: Analyst - Closed Loop Feedback, Customer Relations and Experience

Job Identification: 6127
Job Location: Ikoyi, Lagos
Job Schedule: Full time
Reports To: Manager - Closed Loop Feedback
Division: Customer Relations and Experience

Mission

• Harness the power of customer feedback to drive transformative insights, enhancing customer experience and informing operational excellence.
• Through data-driven decision making, collaboration, and knowledge-sharing: empower the organization to make informed decisions that foster a customer-centric culture and drive continuous improvement.

Description

• Lead cross-functional collaboration to align feedback insights with internal objectives.
• Ensure secure storage and management of feedback data across departments.
• Monitor progress on feedback initiatives to ensure internal alignment.
• Share key insights with internal stakeholders to drive improvements in operations.
• Translate customer feedback into actionable insights to improve services and products.
• Promoting data privacy best practices in team discussions and knowledge-sharing sessions.
• Establish standardized processes for feedback analysis and reporting.
• Ensure feedback insights reflect customer expectations and preferences.
• Prepare detailed reports and presentations for senior stakeholders.
• Facilitate discussions on feedback-driven initiatives and align with stakeholder priorities.
• Ensure stakeholders understand and value customer feedback insights.

Requirements
Education:

• First Degree in any relevant discipline 
• Fluent in English.

Experience:
3 - 7 years of experience, which includes:

• Proficiency in advanced survey design and execution.
• Experience with analytics tools like Power BI, Tableau, and Excel.
• Strong problem-solving skills to address feedback-related challenges.
• Proven ability to work collaboratively with cross-functional teams.
• Knowledge of customer service principles and feedback impact.
• Strong presentation and communication skills for stakeholder engagement.
• Experience in implementing feedback-driven changes within an organization.
• Familiarity with data privacy laws and secure data handling practices.