Division: Marketing Division
Department: Commercial Planning, Pricing & Insights
Location: Greater Accra
Position: Analyst, Customer Knowledge Management (VACANCY REF. NUMBER – MTN-MKT-ADTRACK005-26)
Level: MTN Level 2
Reports to: Manager, Research & Market Analytics

Job summary

Responsible for the application of research methods, statistics and customer analytics to build a customer knowledge base. Drive customer insights through synthesis of customer behaviour and business resources to enhance Product and Service development; and overall Customer Experience delivery.

Context:

•Evolving Digital Telecommunication business and business models.
•Multiregulated environment.
•Increasing demand for digital experiences and data-driven decisions to keep up with customers.
•A shift from share of market to share of life.
•Evolving business models and partnership management.
•Brand Reputation
•Increasing traditional and non-traditional competitors complimented by growing price wars.

Key Tasks:

•Develop customer segmentation based on usage and other behavioral patterns.
•Assist the business in understanding customer groups, behavioral trends and market dynamics through integrated customer and research insights.
•Provide input to the development of targeted campaigns and ROI calculation/campaign optimization (Advanced Analytics cycle).
•Perform data mining and statistical analysis to support customer lifecycle management and business decision-making.
•Support data warehousing activities and ensure the integrity and quality of customer data for analysis.
•Support Business Intelligence (BI) projects that impact Customer Lifecycle Management (CLM) and Customer Value Management (CVM).
•Design, coordinate and support the execution of qualitative and quantitative market research studies, including surveys, Focus Group Discussions (FGDs) and In-depth Interviews (IDIs), in collaboration with internal and external stakeholders.
•Apply appropriate statistical methods to analyze customer, market and research data, and translate findings into actionable business insights and recommendations.
•Integrate customer behavioral data with qualitative and quantitative research findings to provide a holistic understanding of customer needs, preferences and experiences.
•Build and maintain a customer knowledge centre that provides a 360° view of customers, incorporating behavioral data, customer research, surveys and other relevant insight sources to support CLM and CVM initiatives.
•Provide accurate, timely and insight-driven information in response to stakeholder requests and support strategic business decision-making.

Qualification Required & Experience

Education:

•A Bachelor’s Degree in Information Systems /Statistics/Social Science/Research or related field of study.

Experience:

•3 years in Information Management, Research, Data Management, Data-Warehousing and Analytics.

Knowledge / Technical Competencies

•Data-warehousing techniques,
•Quantitative & Statistical Analysis tools – e.g. SPSS, R, Python, Power BI
•Qualitative Data Analysis tools – e.g. NVivo
•AI tools
•Microsoft applications/tools
•BI Dashboards,
•SQL Data Management,
•Data Mining,
•Research Methods,
•Enterprise Data Warehouse techniques
•Stakeholder Management

General working conditions

•Anywhere/Anytime work/ Ability to manager self/Personal accountability.

Location: Accra

How To Apply For The Job

Qualified Applicants should indicate Ref number: MTN-MKT-ADTRACK005-26 as the email subject and ensure that CVs are saved in their names.

Values are the core of MTN's Culture, our five values called "Live Yéllo" is the force that unites and inspires each of us to make an impact that matters in the world. Tell us: Which of our five Live Yello values resonates most with you and why? (Limit 250 words).

Qualified Applicants should send their Curriculum Vitae and write up to:

MTNGhanaRecruitment@mtn.com

Closing Date: 17 July, 2026

Only shortlisted applicants will be contacted