Stardena Careers Uganda - Analyst - P10 Program.Customer Operations

Job Description

Responsible for analytics on information to distil customer intelligence. This role involves designing and developing standard CEX surveys, analyzing survey data, and providing insights for CEX management. The Analyst will also track customer advocacy metrics, support customer research, and manage CEX programs and channels.

Our organisation is seeking a suitably qualified Analyst - P10 Program.Customer Operations at MTN Uganda Limited based in Kampala Head Office.

This position offers the right candidate a chance to develop their career in a professional environment, with opportunities to build on existing skills and take on new challenges as the role evolves.

To be considered, please submit your application before the closing date.

Key Responsibilities

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

Qualifications

Bachelor’s degree preferably in mathematics, Economics, Information Technology, Statistics, Business computing or Commerce
Two to four years of 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

Skills

Analytical Thinking Attention to Detail Computer & Information Technology Appreciation Data Management and Reporting Customer Focus Stakeholder Relationship Management Insight Management Product Knowledge Effective Communication Creativity Results Orientation Teamwork

Quick answers about this job

What is the Analyst - P10 Program.Customer Operations job at MTN Uganda?

MTN Uganda is hiring a Analyst - P10 Program.Customer Operations in Kampala. It is a full-time position in the Information Technology & Support jobs in Uganda field within the Telecommunications & Wireless sector.

Where is this Analyst - P10 Program.Customer Operations job based?

The job is based in Kampala (Uganda).

Who can apply for this Analyst - P10 Program.Customer Operations job?

The advert points to 2 Years Experience level experience and education at Bachelor's Degree level. The Qualifications and Responsibilities sections above give the full requirements.

What is the salary for this job?

The employer has not stated a salary in the advert, so pay is to be discussed.

What is the deadline to apply?

The deadline was 30 Oct 2026, so applications may already be closed.

How do I apply for this job?

You can apply online through the application link. The full instructions are in the How to Apply section of this page.

Do I have to pay to apply for this job?

No. Do not pay money for this job advert or for any part of the recruitment process. Anyone who asks you to pay is not to be trusted.

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How to Apply

Interested candidates are encouraged to apply through the MTN EXTERNAL CAREER SITE. Female applicants are strongly encouraged to apply.here;

Resume / CV required

Analyst - P10 Program.Customer Operations