Analyst - Lifestyle Services at MTN Nigeria

Reports To: Manager - Lifestyle Service

Division: Digital Services

Mission:


Execute the division's lifestyle service strategy by identifying, developing, and managing compelling and competitive lifestyle and VAS to help MTNN acquire customers and grow revenues in alignment with the overall business strategy and market requirements.


Description:


Adhere to, review, and update consistent, efficient, relevant, and standard policies, processes, and procedures for managing Digital Services' Lifestyle & VAS.
Collaborate with cross-functional teams to identify, onboard, and drive the adoption of compelling and relevant Lifestyle & VAS
Document, develop, implement, test, launch, and review digital products/services (Lifestyle & VAS) according to the relevant Policies, Procedures, & Processes Document to exceed targets as specified in the business plan.
Develop, document, and maintain the policies, procedures, and processes for the development of Lifestyle & VAS using product concept documents, market requirement documents, feature descriptions, use cases, storyboards, and data flow diagrams as may be required.
Identify and fulfil the expectations, needs, and priorities of key internal stakeholders, e.g., CEX, CRX, CS, EB, Finance, Foundation, HR, IT, Marketing, Networks, Risk & Compliance, and S&D from a product/service (Lifestyle & VAS) perspective.
Implement an intra-divisional Internal Stakeholder Engagement Strategy which includes but is not limited to the rationale for regular engagements (cross-functional meetings, sessions, and workshops), engagement format, communication plan, implementation plan, monitoring and review plan, performance metrics.
Provide accurate, current, data-driven, relevant, and understandable analysis, FAQs, information, and reports - including but not limited to competitive intelligence, impacting trends, and weekly performance reports - as may be required to guide management decisions and support the business planning process.
Monitor and expeditiously resolve complaints related to customer expectations, needs, and priorities on Lifestyle & VAS
Monitor and improve NPS related to Lifestyle & VAS
Promote a customer-focused culture in Digital Services


Education:


A first degree in Business Administration, Business, Management, Marketing, Social Sciences or any related discipline
Certification or training in (Agile) Project Management will be an advantage
Fluent in English


Experience:

3-7 years' experience which includes


A minimum of three (3) years working in a small- or medium-sized organization
Experience in customer service, growth marketing, product and value proposition development, product life cycle management, and product analytics and performance evaluation
Proficiency in Microsoft Office (Excel, PowerPoint, and Word)
Excellent communication, interpersonal, and writing skills; advanced ability to build strong working relationships across the organization, influence stakeholders, and work as part of a cross-functional team
Experience in information technology, OTT, or telecommunications will be an advantage.
The ability to analyze customer data, identify critical metrics for any digital product, manage small and large projects, and negotiate with vendors and suppliers on technical and commercial matters will also be an advantage