Company: MTN Nigeria Communications Plc (MTNN) Job Title: Analyst – Customer Experience Job Identification: 7456 Location: Ikoyi, Lagos Job Category: MTN Level 2 Division: Customer Relations and Experience Reports To: Manager – CEX Design and Implementation Application Closing Date: 7th July, 2026; 10:55 PM Application Portal: https://www.mtn.ng/career/
In the world of modern telecommunications, the battle for customer loyalty is no longer won on signal strength or network coverage alone. Today, the companies that lead are the ones that truly understand their customers — how they feel, what they need, where they struggle, and what would make their experience not just satisfactory, but exceptional.
At MTN Nigeria, Customer Experience (CEX) is not an afterthought. It is a strategic pillar, a competitive differentiator, and a discipline that is continuously refined, measured, and elevated. And at the center of this effort sits the Analyst – Customer Experience — a role that blends the precision of data analytics with the empathy of human-centered design to ensure that every Nigerian who interacts with MTN walks away better served.
MTN Nigeria Communications Plc, the undisputed leader in telecommunications in Nigeria and a powerhouse brand across Africa and the Middle East, is currently hiring for this pivotal position in its Customer Relations and Experience Division, based in Ikoyi, Lagos. If you are passionate about data, fascinated by human behavior, and driven to use both to create world-class customer experiences, this could be the most important application you make this year.
About MTN Nigeria
MTN Nigeria is more than a telecommunications company. It is a mission-driven organization committed to delivering a bold new digital world to Nigeria and Nigerians. As the country’s leading mobile network operator, MTN Nigeria serves tens of millions of subscribers across voice, data, digital services, and mobile financial services — touching virtually every corner of Nigerian life.
The company is part of the MTN Group, which operates across Africa and the Middle East, making it one of the most recognizable and impactful brands on the continent. MTN Nigeria’s influence extends beyond connectivity — it is a driver of economic inclusion, digital literacy, and social progress in the communities it serves.
But beyond its commercial scale, MTN Nigeria is fundamentally a people company. The organization is purpose and value-led, built on the belief that exceptional outcomes begin with exceptional people. Its Employee Value Proposition is designed to attract, develop, and retain the kind of talent that can deliver excellence — and keep raising the bar.
As part of the Y’ello Family, employees at MTN Nigeria are invited to:
Work with Meaning — Every task, every project, and every analysis connects to a larger mission of serving Nigerians better. Work here is never just work; it is contribution.
Connect to Develop — MTN Nigeria fosters a culture of continuous learning and professional growth, giving employees access to networks, mentors, tools, and opportunities that accelerate their careers.
Thrive in Positivity — The workplace is designed to bring out the best in people. Collaboration, creativity, and innovation are not just welcomed — they are expected and celebrated.
Grow with Purpose — Career progression at MTN Nigeria is structured, intentional, and supported. Employees who invest in the organization find the organization investing equally in them.
MTN Nigeria believes that understanding its people’s needs and aspirations is the foundation of a thriving workplace — and that same philosophy of deep understanding extends to how the company thinks about its customers.
The Division: Customer Relations and Experience
The Customer Relations and Experience (CRE) Division at MTN Nigeria is the organizational home for all things customer-centric. This is the division responsible for ensuring that MTN Nigeria’s interactions with its millions of subscribers are not just functional but genuinely positive, memorable, and loyalty-building.
The Customer Experience (CEX) team within this division sits at the intersection of strategy, data, design, and operations. It is tasked with understanding customer behavior, identifying pain points, designing solutions, implementing improvements, and measuring outcomes — all in pursuit of a single goal: making MTN Nigeria’s customers feel genuinely valued at every touchpoint.
The Analyst – Customer Experience is a core member of this team, reporting directly to the Manager – CEX Design and Implementation. This reporting line places the analyst at the heart of the CEX design and delivery process, with direct visibility into how strategic decisions are made and how initiatives are brought to life.
The Role: What Does a Customer Experience Analyst Do?
The Analyst – Customer Experience is, in essence, the company’s expert in translating customer data into actionable intelligence and translating customer feedback into better product and service experiences. The role operates across three broad domains: analytics and insights, customer journey management, and stakeholder collaboration.
Here is a comprehensive look at the responsibilities that define this position:
1. Customer Insights Reporting and Dashboard Development
One of the primary functions of this role is the development of customer insights report specifications through various dashboards. These dashboards serve as the analytical backbone of the CEX Management team’s decision-making process — providing real-time, accurate, and meaningful views of customer experience performance across the business.
The analyst is responsible for ensuring that these dashboards are not just technically functional but strategically useful — surfacing the right data in the right format to help leadership make informed, timely, and impactful decisions.
2. Deep Dive Analytics and Customer Intelligence
Beyond routine reporting, the analyst is expected to conduct deep dive analytics on available data sets to distil customer intelligence — extracting meaningful patterns, correlations, and insights from complex information that would otherwise remain hidden in the numbers.
This is where strong analytical skills and a curious mindset are most critical. The best customer experience analysts do not just report what happened; they explain why it happened, what it means, and what should be done about it. This kind of intelligence is what transforms raw data into a genuine competitive advantage.
3. Survey Data Analysis and Competitive Insights
The analyst is responsible for analysing CEX survey data and operational diagnostics, as well as monitoring competitor activity, to develop insights for CEX Management. This triangulation of internal feedback, operational data, and external benchmarking ensures that MTN Nigeria’s customer experience strategy is grounded in a comprehensive understanding of both its own performance and the broader competitive landscape.
Comparative analysis with competition products is explicitly part of this role — ensuring that MTN Nigeria’s positioning as Best-in-Class is not just an aspiration but a continuously validated reality.
4. Change Readiness Assessments
Before any significant change is made to customer-facing systems, processes, or products, the organization needs to know whether it is ready to absorb and implement that change effectively. The analyst conducts CEX change readiness assessments — structured evaluations that measure the organization’s preparedness for planned changes, identify risks and gaps, and provide recommendations to leadership.
The findings from these assessments are presented directly to CEX Management, making this a high-visibility responsibility that requires both analytical rigor and confident communication skills.
5. Customer Experience Blueprint Management
The Customer Experience Blueprint is the master document that guides how MTN Nigeria designs, delivers, and continuously improves its customer experience. The analyst plays a central role in managing the execution of this blueprint — particularly in the context of implementing new systems and procedures.
This involves translating the strategic vision articulated in the blueprint into practical, executable action plans and then tracking the implementation of those plans to ensure fidelity to the original design intent.
6. Collaboration with Commercial Teams on Product and Service Design
Customer experience does not exist in isolation from the products and services that create it. The analyst actively collaborates with commercial teams to ensure that new products and services are designed with the customer experience in mind from the very beginning.
This collaborative role requires the analyst to serve as the voice of the customer in commercial discussions — advocating for designs that are intuitive, accessible, and genuinely valuable to the end user.
7. Customer Journey Mapping and Review
Customer journey mapping is one of the most powerful tools in the customer experience toolkit, and it is a central responsibility of this role. The analyst is the key custodian of customer journey mapping for all existing and new MTN Nigeria products and services.
This involves conducting timely reviews of customer journeys across MTNN’s product and services portfolio, identifying gaps or friction points based on customer feedback and survey outcomes, and redesigning journeys where necessary to optimize the customer experience.
Journey mapping at this level of organizational complexity requires a combination of creative thinking, systems awareness, and the ability to see the customer experience as a holistic, end-to-end narrative rather than a series of disconnected touchpoints.
8. Initiative Design, Testing, and Roll-Out
The analyst collaborates with key stakeholders and subject matter experts to design, test, and roll out identified initiatives for product optimization. This includes both pre-roll-out scenario development and testing, and post-roll-out evaluation to assess the effectiveness of implemented changes.
Whether the initiative involves a new digital product, a revamped customer service procedure, or an automated self-service solution, the analyst is involved from conception through to post-implementation review — ensuring that every initiative delivers on its promise to improve the customer experience.
9. Change Management Collaboration
Large-scale changes to products, systems, or processes inevitably affect customers. The analyst actively collaborates with stakeholders in change management programs that have an impact on customer experience — ensuring that the customer perspective is factored into how changes are planned, communicated, and executed.
This requires strong interpersonal skills, an understanding of organizational dynamics, and the ability to work effectively with diverse teams across functions and levels.
Who Should Apply? Qualifications and Experience
MTN Nigeria is looking for a well-rounded professional who combines analytical depth with communication confidence and a genuine passion for customer-centered thinking. Here is the full profile of the ideal candidate:
Educational Background
Applicants are required to hold a first degree in any discipline. Unlike some technical roles, the Analyst – Customer Experience position is deliberately open to graduates from diverse academic backgrounds — recognizing that customer experience is a multidisciplinary field that benefits from varied perspectives.
Whether your degree is in economics, psychology, business administration, computer science, statistics, communications, or any other field, what matters most is how you have applied your education and developed your skills in practice.
Fluency in English — both written and spoken — is essential, given the reporting, presentation, and collaboration demands of the role.
Professional Experience
The role requires between 3 and 7 years of relevant professional experience. Within this range, candidates should be able to demonstrate competence across the following specific areas:
Data Analysis, Problem Solving, and Reporting: The analyst must be comfortable working with large, complex data sets and deriving clear, actionable insights from them. Experience in building reports and presenting findings to management-level audiences is essential.
Customer Journey Mapping, Prototyping, and Framing: Hands-on experience in customer journey mapping is a key requirement. This includes the ability to document existing journeys, identify friction points, and frame redesigned journeys that address identified gaps. Experience in prototyping — whether digital wireframes, process flows, or service blueprints — adds significant value.
Enterprise Data Management: The analyst should have experience working with enterprise-level data systems — understanding how data is collected, stored, managed, and used across a complex organization. This background ensures that the analyst can navigate MTN Nigeria’s data infrastructure effectively and extract the intelligence needed for decision-making.
Microsoft Office Proficiency — Especially Excel and PowerPoint: Strong skills in Microsoft Excel are a non-negotiable requirement. The analyst will use Excel extensively for data manipulation, analysis, and modelling. Equally important are strong PowerPoint skills — the ability to translate complex analyses into clear, compelling visual presentations that communicate effectively to non-technical audiences.
Business Planning and Analysis: Experience in business planning and analysis — preferably within the telecommunications sector — gives candidates a significant advantage. Understanding how telecommunications businesses operate, compete, and plan for growth provides essential context for customer experience analysis in this industry.
Customer Care and Management: Direct experience in customer care or customer management roles provides an important foundation for this position. Having worked on the front lines of customer service — or having managed customer-facing teams — gives the analyst an empathetic, ground-level understanding of customer experience that purely analytical backgrounds may lack.
Competitive and Marketing Research: The ability to conduct structured competitive research and marketing analysis is explicitly required. This includes monitoring competitor products, services, and customer experience strategies, and synthesizing that research into insights that inform MTN Nigeria’s own strategic positioning.
Collaboration and Teamwork: The analyst must demonstrate a track record of working effectively with others — across teams, functions, and levels. Customer experience improvement is inherently a cross-functional endeavor, and the analyst’s ability to collaborate, influence, and build relationships is as important as any technical skill.
Medium Organization Experience: Candidates should have experience working within a medium to large organization, where they have navigated complex stakeholder environments, compliance requirements, and organizational processes comparable to those at MTN Nigeria.
Why Customer Experience Is the New Competitive Frontier
It is worth pausing to understand why a role like this matters so much — not just to MTN Nigeria, but to the telecommunications industry as a whole.
Nigeria’s telecommunications sector is one of the most competitive in Africa. Multiple players compete for the same subscribers, often with comparable network coverage, pricing structures, and product offerings. In this environment, the quality of the customer experience is one of the most powerful factors that determines whether a subscriber stays or switches.
Research consistently shows that customers who have excellent experiences with a brand are significantly more likely to remain loyal, recommend the brand to others, and spend more over time. Conversely, a single poor experience — a difficult complaint resolution process, a confusing product journey, an unresponsive digital platform — can undo months of positive interactions.
This is why MTN Nigeria invests so heavily in Customer Experience as a strategic discipline. And it is why the Analyst – Customer Experience is not a junior support role but a strategic contributor whose work directly influences how millions of Nigerians feel about one of the country’s most important brands.
The Work Culture: MTN Nigeria’s Four Obsessions
MTN Nigeria’s culture is defined by a set of behavioral commitments — internally called “obsessions” — that shape how employees are expected to show up, engage, and contribute every day.
Light It Up! — MTN Nigeria wants every employee to bring their full intelligence, energy, and heart to their work. Self-doubt has no place in the Y’ello Family, and neither does diminishing the value of colleagues. Every member of the team is expected to recognize and celebrate the talent around them.
Raise Your Hand. Speak Your Mind. — Silence is not a virtue at MTN Nigeria. The company actively encourages employees at every level to speak up, challenge assumptions, and surface problems early. The culture rewards honesty and protects those who choose to tell difficult truths.
Collaborate. Don’t Isolate. — Individual brilliance is only valuable when it is shared. MTN Nigeria is a company where knowledge flows freely, mentorship is encouraged, and collaboration across teams and functions is the norm rather than the exception. No one achieves greatness alone.
Things Always Get Better Here. — MTN Nigeria is a company in constant improvement mode. Every process, every product, every customer interaction is a candidate for enhancement. Employees are expected to take personal ownership of improvement efforts and to believe — and demonstrate — that progress is always possible.
For a Customer Experience Analyst, these cultural values are not just aspirational statements — they are directly reflected in the demands of the job. This role requires a person who speaks up when they identify a gap in the customer journey, who collaborates freely with commercial, technical, and operational teams, who shares insights generously, and who is never satisfied with “good enough” when “excellent” is within reach.
The Lagos Advantage: Based in Ikoyi
The Analyst – Customer Experience position is based in Ikoyi, Lagos — one of Nigeria’s most prestigious and well-connected commercial districts. Ikoyi’s central location within Lagos makes it easily accessible from major residential areas across the city, and the MTN Nigeria office environment is designed to support the kind of collaborative, innovative work this role demands.
Lagos is also Nigeria’s commercial capital and the epicenter of its digital economy — making it the ideal location for a role that requires real-time engagement with Nigeria’s most dynamic and demanding customer base.
Commitment to Inclusion
MTN Nigeria is firmly committed to building a diverse, inclusive, and equitable workplace. The company actively encourages applications from eligible females and persons with disabilities. MTN Nigeria recognizes that diverse teams produce richer insights, make better decisions, and deliver stronger results — particularly in a customer experience function that must reflect and serve a diverse national population.
Important Notice: Beware of Recruitment Fraud
MTN Nigeria Communications Plc maintains an ethical and transparent recruitment process at all times. The company does not and will never request payment of any kind from job applicants at any stage of its recruitment process — whether during job application, CV review, interview, assessment, or final selection.
If you receive any communication claiming to be from MTN Nigeria and requesting payment in connection with this vacancy or any other, please treat it as fraudulent and do not comply. MTN Nigeria is not responsible for unauthorized use of its name or brand in fraudulent recruitment activities.
To report suspicious recruitment activity, please contact MTN Nigeria’s Forensic Services team at: MTNN.ForensicServices@mtn.com
Application Details
Application Closing Date: 7th July, 2026 — 10:55 PM
Interested and qualified candidates are encouraged to apply online through the MTN Nigeria careers portal:
By submitting your application, you confirm that you have read and accepted the job application privacy notice published on the MTN Nigeria careers website.
Final Thoughts: This Is Your Opportunity to Shape How Nigeria Experiences MTN
The role of Analyst – Customer Experience at MTN Nigeria is, at its heart, a role about people. It is about understanding what Nigerian customers feel, what they need, and what would make their lives easier. It is about using data not as an end in itself, but as a tool for empathy — a way of listening at scale to the voices of millions.
If you have the analytical skills to find the signal in the noise, the creative instinct to reimagine customer journeys, the collaborative spirit to bring stakeholders along, and the communication confidence to present your findings to leadership with clarity and conviction — then this role was designed for you.
MTN Nigeria is not just looking for an analyst. It is looking for a champion of the customer. Someone who will sit in a boardroom and advocate for the millions of Nigerians whose experience depends on the decisions made in that room.
That person could be you.
Apply before 7th July, 2026, and take your place in Nigeria’s digital future.