Job Detail

Business Analyst & Programme Management: Customer Experience - MTN Zambia

Date Posted: Feb 16, 2022
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Job Detail

  • Location:
    Lusaka, Lusaka, Zambia
  • Company:
  • Type:
    Full Time/Permanent
  • Shift:
    Morning Shift
  • Career Level:
    Operational level
  • Positions:
  • Experience:
    1 Year
  • Gender:
    No Preference
  • Degree:
  • Apply Before:
    Feb 23, 2022

Job Description

The key responsibilities for this role include but not limited to the following:

  • Liaises with relevant stakeholders to ensure effective integration and cross-functional collaboration across all functions responsible for driving Customer Experience;
  • Supports provision of technical project management input to ensure that the Perfect 10 requirements are managed in a professional and concise way, aligned to best practice recommendations;
  • Develops required project management documentation and reporting;
  • Tracking of Digital channels and provide initiatives to increase these channels;
  • Provides input into the development of frameworks and key metrics for defining and analyzing customer relationship and experience with a view of attaining a Net Promoter Score (NPS) of 10;
  • Monitors and tracks completion rates of the Customer Experience Must-win-Battles and enabling activities;
  • Supports the identification and resolution of customer issues; achieving milestones; committing and managing appropriate resources; maintaining forward momentum and achieving desired outcomes;
  • Provides input to the design of relevant initiatives and facilitates development of accountability action plans;
  • Provides input to the development and implementation of frameworks for identifying and cascading international and local best practices on embedding customer experience;
  • Supports process of implementing research exercises and provides periodic reports on customer intelligence, insights and performance on the delivery of customer experience objectives;
  • Advises the Senior manager on the progress of all CEX Initiatives.

Candidate Requirements

  • Grade 12 certificate with 5 credit or better of which English and Mathematics are a must;
  • Degree / Higher Diploma in relevant discipline;
  • Certification in Project Management;
  • 1-2 years’ experience  in a supervisory role;
  • 1-2 years working experience in a Project Management role;
  • Extensive Project management experience with experience in delivering technology-related solutions;
  • Customer service orientation.

Women are strongly encouraged to apply

Hand delivered or posted applications will not be accepted.

Note: that only shortlisted candidates will be contacted.

Please note you have to apply to this job advert as directed by the employer and not through


Skills Required

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Company Overview

Lusaka, Lusaka, Zambia

Our brand is among the most admired brands in Africa as well as among the most valuable African brands. We believe everyone deserves the benefits of a modern connected life.MTN is now the leading telecommunication provider in Zambia and has grown rap... Read More

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