MTN Group

Analyst - P10 Program.Customer Operations

Posted 2 Days Ago

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Hiring Remotely in Uganda

Remote

Mid level

Big Data • Other • Financial Services

The Role

Analyzes customer experience data, surveys, feedback, advocacy metrics, operational diagnostics, and competitor information to produce actionable customer insights. Develops reporting formats, dashboards, research outputs, and change-readiness assessments for management. Supports customer experience strategy implementation, closed-loop feedback, customer engagement programs, and service improvement across business units. Manages controls, information dissemination, customer touchpoints, and relationships with key stakeholders.

Summary Generated by Built In

Main Purpose:

Responsible for analytics on information to distil customer intelligence.

Responsibilities

Main Purpose:

Responsible for analytics on information to distil customer intelligence.

MTN Uganda Limited is an equal-opportunity employer and is seeking to recruit a competent individual to fill the following position.

Job Title: Analyst – P10 Program

Reports to: Senior Manager – Customer Planning & Enablement

No. of Vacancies: 1

Main Job Functions

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.

Education

The ideal applicant must hold a Bachelor’s degree preferably in mathematics, Economics, Information Technology, Statistics, Business computing or Commerce

Experience:

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.

ABOUT US

We at MTN Uganda are a purpose and value-led organization!

At MTN Uganda, we believe that understanding our people’s needs and aspirations is key to creating experiences that delight you at work, everyday. We are committed to fostering an environment where every member of our Y’ello Family is heard, understood and empowered to live an inspired life.

Our values keep us grounded and moving in the right direction. Most importantly, they keep us honest. It is not something we claim to be. It is in our DNA.

As an organisation, we consider it our mission to create an exciting and rewarding place to work, where our people can be themselves, thrive in positivity and ignite their full potential. A workplace that boosts creativity and innovation, improves productivity, and ultimately drives meaningful results. A workplace that is built on relationships and achieving a purpose that is bigger than us. This is what we want you to experience with us!

Our commitments go beyond an organisational promise. It is in our leadership and managerial ethos to meaningfully partner with our employees, customers and stakeholders with a vision to realise our shared goals.

We are delighted that you are considering us as your career partner to make a mark in the world. We look forward to your application!

Female Applicants are strongly encouraged to Apply!

Note: In compliance to the Data Protection & Privacy Laws of Uganda, MTN Uganda will use your application documents for purposes for which they were intended for.

Skills Required

Bachelor's degree in mathematics, Economics, Information Technology, Statistics, Business Computing, Commerce, or a related field
Two to four years of experience in a customer-facing operations environment
Experience with reporting, data generation, data management, and data analysis
Experience with queries, report writing, and presenting findings
Strong analytical skills and ability to collect, organize, analyze, and disseminate significant amounts of information accurately
Technical expertise in data models, database design and development, data mining, and segmentation techniques
Proficiency in Microsoft Office applications, including Word, Excel, and PowerPoint
Database management experience with SQL, MySQL, Oracle, or similar technologies
Scripting proficiency using T-SQL, R, SAS, or similar tools
Telecommunications experience
Project management experience

MTN Group Compensation & Benefits Highlights

The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about MTN Group and has not been reviewed or approved by MTN Group.

Parental & Family Support — Parental leave is positioned as notably generous in some markets, including widely cited six-month paid maternity leave and short paternity leave. Family-friendly support is also described through options like workplace childcare, adoption/surrogacy support, and related leave provisions in certain operating companies.
Strong & Reliable Incentives — Variable pay elements are described as a meaningful part of the package, including annual performance bonuses, sales commissions, and structured short-term incentives tied to performance outcomes. Longer-term incentive participation is also described for eligible grades through share-based or share-linked plans.
Wellbeing & Lifestyle Benefits — Wellbeing support is presented as visible and multi-dimensional, including mental, physical, and financial wellness programs and access to emergency assistance services for medical, security, and travel events. Lifestyle and telecom-specific perks are also described, such as connectivity allowances and flexible lifestyle benefit funds used for items like gym, travel, or school-related expenses in some locations.