Analyst—Knowledge Delivery Management, Customer Relations and Experience 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.

Job Title: Analyst—Knowledge Delivery Management, Customer Relations and Experience

Job Identification: 5814

Location: Ikoyi, Lagos

Job Category: MTN Level 2

Job Schedule: Full-time

Reports To: Manager – Knowledge Delivery
Division: Customer Relations and Experience

Mission

• Optimize the customer experience by leveraging data-driven insights from customer feedback.
• Support the continuous improvement of customer care delivery and business processes through systematic analysis of customer feedback and NPS data.
• Collaborate with stakeholders to effectively deploy critical tools and processes, bridge gaps in the customer experience, and contribute to the implementation of key priorities for long-term success in MTN Nigeria’s customer relations.

Description

• Create content, articles, FAQs and communication to support frontline service delivery
• Translate CX and NPS findings, Quality feedback into standardized knowledge materials (e.g., guides, FAQs, SOPs)
• Facilitate knowledge transfer sessions, workshops, and e-learning initiatives to equip customer service teams with up-to-date information
• Conduct periodic audits and knowledge gap analyses to ensure accuracy, relevance, and accessibility of knowledge assets.
• Drive frontline and customer empowerment by simplifying access to key information and enabling faster issue resolution
• Identify and document recurring customer and frontline pain points using feedback, insights and service trend analysis.
• Manage end-to-end operations of the enterprise knowledge management system, ensuring consistency, findability etc
• Conduct daily, weekly or as the need arises audits of the Enterprise Knowledge Management system ensuring there are no obsolete information
• Liaise with Marketing, Digital, Enterprise, FBB, IT, and other relevant stakeholders to ensure timely product updates/ service information across all customers interactive channels
• Maintain and continuously improve internal and external knowledge bases to align to current business reality
• Monitor usage metrics, content effectiveness, and adoption rates to identify knowledge gaps and recommend continuous improvements.
• Measure and evaluate effectiveness of knowledge management initiatives and identify areas of improvement within the division and third party
• Ensure knowledge management practices comply with company policies, industry regulations, and data security requirements.
• Participate in the enhancement of AI chatbots, ensuring customer perspective is in consideration during content creation and across other applicable channels
• Stay updated on global best practices in knowledge management and implement innovative approaches to improve service delivery within the division and across similar commercial areas ie. Enterprise Business, FBB etc.
• Project Participation
• Participate in UAT for Knowledge related assets.

Requirements
Education:

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

Experience:
3–7 years’ experience, which includes

• Minimum of 3 years’ experience in an area of specialization; with experience working with others
• Experience in design thinking & project management
• Experience in content development using Adobe creative cloud suites
• Experience working in a medium organization.
• Experience in Customer Care and Management
• Business writing/reporting
• Experience in the use of process mapping & documentation e.g. Visio

Application Closing Date
19th June, 2025; 10:59 PM.

How to Apply: Interested and qualified candidates should Click here to apply online