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Overview

This role is within the Marketing Division's Commercial Planning, Pricing & Insights department, located in Greater Accra. The Analyst, Customer Knowledge Management, reports to the Manager of Research & Market Analytics and operates at MTN Level 2. The position involves leveraging research methodologies, statistical techniques, and customer analytics to develop a comprehensive customer knowledge base. Insights derived will guide enhancements in product development, service offerings, and customer experience.

Context

The telecommunications sector is rapidly evolving with new digital business models.
The company operates in a multiregulated environment.
There is a growing emphasis on digital customer experiences and data-driven decisions.
Focus is shifting from market share to holistic customer engagement (share of life).
Business models and partnership strategies are transforming.
Managing brand reputation amid rising competition and pricing pressures is critical.

Key Responsibilities

Create customer segmentation models based on usage and behavior patterns.
Support business understanding of customer groups, behavior trends, and market dynamics through integrated insights.
Contribute to targeted campaign development and optimize campaign ROI through advanced analytics cycles.
Conduct data mining and statistical analyses to assist in customer lifecycle and business decision-making.
Participate in data warehousing activities ensuring customer data quality and integrity.
Support Business Intelligence projects pertinent to Customer Lifecycle and Value Management.
Design and facilitate qualitative and quantitative market research initiatives, including surveys, focus groups, and interviews with stakeholders.
Utilize statistical methods to analyze market and customer data and translate results into actionable business recommendations.
Combine behavioral data with research outcomes for comprehensive customer understanding.
Develop and maintain a centralized customer knowledge platform blending various data sources to aid CLM and CVM efforts.
Provide timely, accurate insight reports responding to stakeholder needs to support strategic decisions.

Education & Experience

Bachelor's degree in Information Systems, Statistics, Social Sciences, Research, or related disciplines.
Minimum of 3 years' experience in information management, research, data warehousing, and analytics.

Technical Competencies

Familiarity with data warehousing methodologies.
Expertise in quantitative and statistical software such as SPSS, R, Python, and Power BI.
Experience with qualitative analysis tools like NVivo and AI technologies.
Proficiency with Microsoft applications and Business Intelligence dashboards.
Strong skills in SQL-based data management and data mining.
Knowledge of research methodologies and enterprise data warehouse techniques.
Capacity in stakeholder management.

Working Conditions

Flexible work location and time with emphasis on self-management and personal accountability.

Application Instructions

Qualified candidates should submit their CVs with the reference number MTN-MKT-ADTRACK005-26 as the email subject. Additionally, applicants must include a personal statement (maximum 250 words) explaining which of MTN's "Live Yéllo" values resonates most with them and why. Only shortlisted candidates will be contacted. The deadline for applications is 17th July 2026.

Analyst, Customer Knowledge Management