Officer - Knowledge Delivery Management at MTN Nigeria

MTN Nigeria - The leader in telecommunications in Nigeria, and a part of a diverse community in Africa and the Middle East, our brand is instantly recognisable. It is through our compelling brand that we are able to attract the right talents who we carefully nurture by continuously improving our employment offerings even beyond reward and recognition.

We are recruiting to fill the position below:

Job Title: Officer - Knowledge Delivery Management

Job Identification: 6526
Location: Ikoyi, Lagos
Job Schedule: Full-time
Job Category: MTN Level 2
Reports To: Manager - Knowledge Delivery
Division: Customer Relations and Experience

Mission

• Analyze customer feedback and NPS data to inform improvements in customer care and business processes.
• Collaborate with stakeholders to deploy tools and processes that bridge customer experience gaps.
• Contribute to implementing key priorities for long-term success in customer relations and experience, driving continuous improvement and optimization.

Description

• Assist in creating content, articles, FAQs and communication to support frontline service delivery  
• Assist in translating CX and NPS findings, Quality feedback into standardized knowledge materials (e.g., guides, FAQs, SOPs) 
• Facilitate knowledge transfer sessions, workshops, and e-learning initiatives to equip customer service teams with up-to-date information
• Manage end-to-end operations of the enterprise knowledge management system, ensuring consistency, findability, and governance Maintain and continuously improve internal and external knowledge bases for better usability and accessibility for employees and customers
• Identify and document recurring customer and frontline pain points using feedback insights and service trend analysis
• Maintain and continuously improve internal and external knowledge bases to align to current business reality
• Assist with measuring and evaluating the effectiveness of knowledge management initiatives and identify areas of improvement within the division and third party.
• Conduct periodic audits and knowledge gap analyses to ensure accuracy, relevance, and accessibility of knowledge assets 
• Drive frontline and customer empowerment by simplifying access to key information and enabling faster issue resolution
• Identify and document recurring customer and frontline pain points using feedback insights and service trend analysis 

Requirements
Education:

• First degree in any relevant discipline  
• Fluent in English.

Experience
3-7 years’ experience which includes

• Experience working in a medium organization 
• Experience in a Customer Service-related role 
• Knowledge Delivery 
• Experience in content development using Adobe creative cloud
• Experience in the use of Visio for process mapping & documentation.
• Experience in the service industry 

How to Apply
Interested and qualified candidates should:
Click here to apply

Application Deadline 13th October, 2025; 10:59 PM.