Customer Knowledge Management Analyst

About the role

The Analyst, Customer Knowledge Management will apply research methods, statistics and analytics to build a comprehensive customer knowledge base for MTN Ghana. The role supports product development, service delivery and overall customer experience through data‑driven insights.

Key responsibilities

• Develop customer segmentation models based on usage and behavioural patterns.
• Provide insights on customer groups, trends and market dynamics to inform targeted campaigns and ROI calculations.
• Perform data mining and statistical analysis to support customer lifecycle management and business decisions.
• Support data‑warehousing activities and ensure data integrity and quality.
• Participate in Business Intelligence projects related to Customer Lifecycle Management and Customer Value Management.
• Design and coordinate qualitative and quantitative market research studies, including surveys, focus groups and in‑depth interviews.
• Apply statistical methods to analyse customer and market data and translate findings into actionable recommendations.
• Maintain a 360° customer knowledge centre integrating behavioural data, research findings and surveys.

Required profile

• Bachelor’s degree in a relevant field.
• At least 1 month of experience in data analysis, research or related activities.

Required skills

• Statistical analysis
• Data mining
• Data warehousing
• Business Intelligence (BI) tools