Customer Experience Analytics Manager Job Vacancy in Gombe, Nigeria – Telecommunications

Job Description

Position: Customer Experience Analytics Manager

Company: 9mobile Nigeria

Location: Gombe, Nigeria

Experience: 5-7 years

Education: Bachelor’s degree in Business Administration, Statistics, or related field

Employment Type: Full-time

Industry: Telecommunications

Department: Customer Experience & Analytics

Salary: NGN 2,500,000 – NGN 3,500,000 per annum

Vacancies:1

Company Overview

9mobile Nigeria is a leading mobile network operator delivering innovative voice, data, and digital services across the nation. With a robust infrastructure and a commitment to customer centricity, 9mobile has consistently ranked among the top telecom brands in Nigeria. The company invests heavily in network expansion, digital transformation, and community development, creating a dynamic environment for professionals who thrive on technology and service excellence. As part of its strategic growth, 9mobile is expanding its analytics capabilities to deepen insights into customer behavior, improve service quality, and drive competitive advantage. This expansion opens exciting career opportunities for talented individuals seeking to shape the future of telecommunications in Nigeria.

Job Overview

The Customer Experience Analytics Manager will lead a cross‑functional team responsible for turning raw data into actionable insights that enhance the overall customer journey. Reporting to the Head of Customer Experience, the role involves designing analytical frameworks, developing predictive models, and collaborating with product, marketing, and operations teams to implement data‑driven strategies. The successful candidate will play a pivotal role in improving churn reduction, upsell opportunities, and overall satisfaction scores. This position offers a unique platform to influence strategic decisions, contribute to the company’s digital roadmap, and support 9mobile’s mission of delivering superior experiences to millions of Nigerians. For more information about the company and its vision, visit Nigeria Job Search.

Key Responsibilities

• Develop and maintain advanced analytics models to predict churn, lifetime value, and usage patterns.
• Lead the design and implementation of customer segmentation strategies for targeted campaigns.
• Collaborate with product and marketing teams to translate insights into actionable initiatives.
• Oversee data collection, cleansing, and integration from multiple sources including CRM, network logs, and social media.
• Present findings and recommendations to senior leadership through clear visualizations and reports.
• Monitor key performance indicators (KPIs) related to customer experience and recommend continuous improvements.
• Mentor junior analysts and foster a culture of data‑driven decision making.
• Ensure compliance with data privacy regulations and internal governance standards.

Required Skills

• Proficiency in statistical analysis tools such as R, Python, or SAS.
• Strong experience with data visualization platforms like Tableau or Power BI.
• Deep understanding of telecom industry metrics and customer lifecycle.
• Excellent problem‑solving abilities and strategic thinking.
• Effective communication skills for presenting complex data to non‑technical stakeholders.
• Project management experience with agile methodologies.
• Knowledge of GDPR, NDPR, and other data protection frameworks.
• Ability to work collaboratively in a fast‑paced, multicultural environment.

Education

A minimum of a Bachelor’s degree in Business Administration, Statistics, Data Science, Economics, or a related discipline is required. A Master’s degree or relevant professional certifications (e.g., Certified Analytics Professional) are highly desirable and will be considered an advantage during the selection process.

Experience

Applicants should possess 5 to 7 years of progressive experience in analytics, preferably within the telecommunications sector or a similarly data‑intensive industry. Demonstrated experience leading analytics projects that directly impact customer experience is essential.

Salary

The compensation package ranges from NGN 2,500,000 to NGN 3,500,000 per annum, commensurate with experience and qualifications. The package also includes performance‑based bonuses and comprehensive benefits.

Benefits

• Health insurance covering employee and dependents.
• Retirement savings plan with company matching.
• Paid annual leave and public holidays.
• Professional development allowance.
• Employee assistance program.
• Flexible working arrangements and remote work options.

Training

• On‑boarding program covering 9mobile’s systems, culture, and compliance.
• Advanced analytics and machine learning workshops.
• Leadership development courses for high‑potential staff.
• Continuous learning subscriptions to platforms such as Coursera and Udacity.
• Mentorship pairing with senior data scientists.

Working Environment

9mobile offers a modern, collaborative workspace equipped with the latest technology tools. Employees enjoy an inclusive culture that values diversity, innovation, and work‑life balance. The Gombe office is strategically located with easy access to public transport and amenities, fostering a productive and comfortable environment for all staff.

Application Process

Interested candidates should submit their updated CV and a cover letter outlining their relevant experience through the online portal on the company’s careers page. Applications will be screened by the talent acquisition team, and shortlisted candidates will be invited for a virtual interview followed by an on‑site assessment. The recruitment process is designed to be transparent, efficient, and fair.

Equal Opportunity Statement

9mobile Nigeria is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, disability, or veteran status. Join us and be part of a team that is shaping the future of telecommunications in Nigeria.