Analyst, Customer Knowledge Management

About the role

The Analyst, Customer Knowledge Management will apply research methods, statistics and analytics to build a comprehensive customer knowledge base for MTN. You will turn behavioural data and market research into actionable insights that drive product development, service improvement and overall customer experience.

Key responsibilities

• Develop customer segmentation models based on usage patterns and behavioural data.
• Support the business with insights on customer groups, trends and market dynamics.
• Provide input for targeted campaigns, ROI calculations and optimisation using advanced analytics.
• Perform data mining and statistical analysis to inform customer lifecycle management.
• Maintain data‑warehousing activities and ensure data quality for analysis.
• Contribute to 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 translate data into actionable business recommendations.
• Build and maintain a 360° customer knowledge centre integrating behavioural, survey and research data.

Required profile

• Bachelor’s degree in Information Systems, Statistics, Social Science, Research or a related field.
• At least 3 years of experience in information management, research, data‑warehousing or analytics.

Required skills

• Proficiency with quantitative and statistical analysis tools such as SPSS, R, Python and Power BI.
• Experience with data‑warehousing techniques.