Analyst - P10 Program

Description (Public)

The Analyst - P10 Program reports to the Senior Manager, Customer Planning and Enablement, and is responsible for analytics on information to distil customer intelligence and support customer experience decision-making across MTN Uganda.

Duties, Roles and Responsibilities

Perform analytics on information to distil customer intelligence
Design and develop standard CEX surveys and reporting formats
Analyse CEX survey data and operational diagnostics, competitor data and develop insights for CEX management
Track and report customer advocacy metrics across the organisation
Support design, execution, analysis and communication of customer research and feedback
Conduct CEX change readiness assessments, evaluate results and present findings
Implement controls and sign-offs for CEX change requests
Develop customer insights report specifications and dashboards to support business decisions
Manage relationships with key customer-impacting business units for service efficiency

Qualifications, Education and Competencies

Qualifications & Experience:

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

Skills & Competencies:

Strong analytical skills with attention to detail and accuracy
Adept at queries, report writing and presenting findings
Technical expertise in data models, database design and data mining
Highly proficient in MS Office (Word, Excel, PowerPoint)
Database management experience (SQL, MySQL, Oracle) with scripting in T-SQL, R or SAS
Telecommunications and project management experience is an added advantage

How to Apply

About MTN Uganda

MTN Uganda is a leading telecommunications provider in Uganda, offering a wide range of services that include mobile voice, data, and digital financial solutions. Since its establishment in 1998, MTN Uganda has played a pivotal role in transforming the telecommunications landscape in the country, making significant contributions to connectivity and digital inclusion. With an extensive network coverage that reaches both urban and rural areas, MTN Uganda ensures that millions of Ugandans have access to reliable communication services. The company is known for its innovative offerings, such as mobile money services through MTN Mobile Money, which have revolutionized financial transactions and inclusion in the country. This service allows users to send and receive money, pay bills, and access various financial services using their mobile phones, thereby bridging the gap for the unbanked population. MTN Uganda is also committed to corporate social responsibility, with numerous initiatives aimed at improving education, health, and community development. Through its foundation, the company supports various projects that enhance the quality of life for Ugandans, such as building schools, providing scholarships, and supporting healthcare facilities.