Analyst – P10 Programme

Job Description

MTN Uganda Limited is an equal opportunity employer and is seeking to recruit competent individual to fill the following Position;


Job Title: Analyst – P10 Programme

Reports to: Senior Manager – Customer Experience Planning & Enablement

Division: Customer Experience

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.


  • Bachelor’s degree preferably in mathematics, Economics, Information Technology, Statistics, Business computing or Commerce


  • 2 to 4 years 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


  • Data Management
  • Business Planning and Analysis
  • Project Management Reporting
  • Quality Management
  • Customer life time value
  • Service Segmentation
  • Loyalty & Churn Management


  • 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.

MTN Uganda Limited has the obligation to safeguard its employees through providing a working environment that is safe and without risk to the health of its employees. MTN has a Vaccination policy for all its employees to be fully vaccinated against Covid-19 in order to work from its offices and premises. Female applicants are strongly encouraged to apply.


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AFCE Uganda is a Non Governmental Organization that seeks to contribute to creation of decent work for young people by promoting a positive attitude towards work, providing life skills, conducting trainings and developing linkages for interdependence and development. For feedback write to info [at]