Analyst, Customer Knowledge Management (Full-Time)

Location: Accra, Ghana
Employment Type: Full-Time
Application Deadline: 17 July 2026

About MTN Ghana

MTN Ghana is a leading telecommunications company committed to delivering innovative digital solutions and exceptional customer experiences across Ghana. Through technology, data-driven insights, and customer-focused strategies, MTN Ghana continues to connect people, businesses, and communities while creating value for customers and stakeholders.

We are seeking a highly analytical and customer-focused Analyst, Customer Knowledge Management to transform customer data into actionable insights that support business decisions, improve customer experiences, and strengthen customer engagement strategies. The successful candidate will analyse data, develop insights, support research initiatives, and collaborate with stakeholders to drive customer-centric solutions.

Key Responsibilities

Customer Data Analysis & Insights

• Analyse customer data to generate actionable insights that support business strategy and customer experience improvements.
• Apply quantitative and qualitative research methods to understand customer behaviour, preferences, and trends.
• Conduct data mining and statistical analysis to identify patterns, opportunities, and areas for improvement.
• Translate complex data findings into clear recommendations for business stakeholders.
• Support customer segmentation, profiling, and predictive analytics initiatives.

Data Management & Reporting

• Manage and maintain customer knowledge databases and information systems to ensure data accuracy and accessibility.
• Support enterprise data warehouse activities, data integration, and reporting processes.
• Develop and maintain business intelligence dashboards and analytical reports.
• Use SQL and other data management tools to extract, analyse, and interpret customer information.
• Ensure effective documentation and governance of customer data and analytical processes.

Research & Customer Knowledge Development

• Design and support customer research initiatives to gather insights into customer needs and market trends.
• Analyse research findings and provide recommendations to improve customer engagement and service delivery.
• Apply qualitative data analysis techniques to interpret customer feedback and behavioural insights.
• Support the development of customer knowledge frameworks that enhance decision-making across the business.

Business Intelligence & Innovation

• Leverage advanced analytics tools, artificial intelligence (AI), and emerging technologies to improve customer insights capabilities.
• Develop innovative approaches to customer analytics and knowledge management.
• Collaborate with cross-functional teams to identify opportunities for data-driven improvements.
• Stay updated on industry trends, analytics techniques, and best practices in customer intelligence.

Stakeholder Engagement

• Partner with internal teams to understand business needs and deliver relevant analytical solutions.
• Present insights and recommendations clearly to both technical and non-technical stakeholders.
• Support a culture of data-driven decision-making across the organisation.
• Manage multiple analytical projects while maintaining quality, accuracy, and timelines.

Qualifications & Experience

Education

• Bachelor’s Degree in Information Systems, Statistics, Social Science, Research, Data Analytics, or a related field.

Experience

• Minimum of three (3) years of experience in Information Management, Research, Data Management, Data Warehousing, Analytics, or a related discipline.
• Experience working with customer data, business intelligence, and analytical solutions is an advantage.
• Demonstrated experience applying research methodologies and analytical techniques to support business decisions.

Knowledge & Technical Competencies

• Strong knowledge of data warehousing concepts and enterprise data warehouse techniques.
• Proficiency in quantitative and statistical analysis tools such as SPSS, R, Python, or similar platforms.
• Experience with qualitative data analysis tools such as NVivo is an advantage.
• Strong understanding of artificial intelligence (AI) tools and their application in analytics.
• Proficiency in Microsoft applications and productivity tools.
• Experience developing and interpreting Business Intelligence (BI) dashboards.
• Strong SQL data management and data extraction skills.
• Knowledge of data mining techniques and research methodologies.
• Strong stakeholder management and communication skills.

Skills & Competencies

• Strong analytical and problem-solving abilities.
• Ability to interpret complex datasets and communicate insights effectively.
• Excellent attention to detail and commitment to data accuracy.
• Strong research, reporting, and presentation skills.
• Ability to manage multiple projects and deliver results within deadlines.
• Proactive mindset with the ability to work independently and collaboratively.
• Strong adaptability and willingness to learn new technologies and analytical approaches.
• High level of personal accountability, ownership, and self-management.

General Working Conditions

• Supports flexible and agile ways of working, including the ability to work effectively from different locations when required.
• Demonstrates strong self-management, accountability, and ownership of assigned responsibilities.
• Works collaboratively in a fast-paced, technology-driven environment.

How to Apply

Apply online by clicking on the Application button.