About the Role
MTN Nigeria is seeking a skilled and analytical Customer Intelligence Officer to join our dynamic Customer Relations and Experience division. In this role, you will leverage advanced data analytics, predictive modeling, and machine learning to generate actionable insights that shape our customer retention and service strategies. You will play a crucial part in transforming complex data into strategic business decisions across multiple service channels.
Key Responsibilities- Extract, analyze, and interpret customer data using advanced analytical models to support Customer Relations and Experience strategies.
- Conduct behavioral analysis, data mining, and predictive modeling to evaluate and optimize current and proposed customer care programs.
- Generate comprehensive daily, weekly, and monthly customer service reports for management decision-making across all regions and channels.
- Perform forecasting, projections, and trend analysis for traffic volumes to optimize call center operations and workforce dimensioning.
- Audit and review customer relations data to ensure strict adherence to data integrity and governance policies.
- Conduct competitive intelligence research on product and service offerings across all market segments.
- First degree in a relevant discipline with fluency in English.
- 3 to 7 years of professional experience, ideally within a medium to large-scale telecommunications or corporate environment.
- Solid understanding of predictive analysis, machine learning, and data mining techniques.
- Proficiency in at least two programming languages out of R, Python, and SQL.
- Strong background in customer data analysis, propensity modeling, segmentation techniques, and statistical modeling algorithms.
- Prior experience in customer care management and workforce scheduling is highly advantageous.
- Competitive salary and performance-based incentives.
- Comprehensive health insurance and wellness programs.
- Opportunities for professional development and continuous learning within Africa's leading telecom network.
- A collaborative and innovative work environment with career growth pathways.