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Job Description

ZAIN5063 - Business Intelligence - Head of Customer Analytics Unit - Zain Iraq

About Zain Iraq:

Zain has been providing mobile services in Iraq since December 2003, and today is the country’s leading operator with 14.5 million customers as of 30 September 2013, reflecting a 48% market share. Zain enjoys a superior network in the country as it is 3G-ready and has the highest population coverage with a total of 3,794 sites, and a population coverage of 98%. Through constant development of the telecommunications infrastructure and proactive marketing initiatives, Zain remains committed to offering customers in Iraq the most dynamic products and services. The foundation of Zain Iraq’s achievements lies in the company’s ability to inspire its employees to deliver the best and most imaginative services at every level. With an energetic and inspired predominantly Iraqi workforce, the company is committed to employing high caliber people as well as nurturing the finest Iraqi talent. With a strong human resources and training program that develops and nurtures leaders in the workplace, the company has consistently opened new doors for its dedicated staff. For more on Zain Iraq please visit


The job holder is responsible for the management of Customer Analytics Unit activities including planning & prioritization of data science initiatives by deeply understanding business opportunities and available data, development of analytics & statistic models in relevant areas, developing proactive analysis to support critical decisions, liasing with internal units for implementation of models created, maintenance & evolution of implemented models.


  • You have to contribute to the formulation and implementation of the Customer Analytics Unit Strategy and Plans as befitting the Unit and business line needs and objectives
  • You will set Customer Analytics Unit performance objectives, in coordination with the Strategy Management and Corporate  Performance Unit, and continuously monitor progress and development towards organizational and Unit strategic objectives
  • You have to manage the implementation of Customer Analytics Unit policies and procedures in order to ensure the fulfilment of organizational requirements whilst delivering high-quality services and will manage the day-to-day operations of Customer Analytics Unit, provide expertise, encourage teamwork and align work processes to achieve high performance standards, meet established targets and engage employees in a motivated work environment
  • You have to define and monitor customer segment level KPIs and publish in quarterly segment scorecards also manage data modeling initiatives in order to guide customer segments, services and channels strategies (propensity for take-up, churn risk, etc.) and you will monitor churn activity and ensure analysis of churn patterns across all customer segments
  • You have to define relevant data mining models for clustering/segmentation purposes such as Value segmentation, Behavioral segmentation and Demographics segmentation .
  • You need to maintain Customer Intelligence Structure including different analytical vectors .
  • You will disseminate data analysis to relevant internal stakeholders for the purpose of product/service development and/or refinement
  • You have to monitor and ensure the effective achievement of functional objectives through the leadership of the Customer Analytics Unit, set individual objectives, manage performance, develop and motivate staff, provide formal and informal feedback and appraisal, and provide guidance on training programs for employees in order to maximize subordinate and Unit performance
  • You have to centralize the analytics function and ensure a proper delivery of high quality results on time.
  • You have to ensure a proper use of all company's data sources (CRM, Network, call centers, Sales, etc.) for building a customer DNA
  • You have to provide guidance for the company's strategy, with facts, as a result of the expected output of the performed advanced analytics.
  • You will propose new initiatives to ensure a constant improvement of the customers.
  • You have to ensure a proper and objective evaluation of the analytics results and their translation and mapping to business actions.
  • You have to lead the analytics and data science team, including but not limited to, setting the data science/analytics strategy of the company,
  • You will be responsible on managing and mentoring more junior analysts on the team, and scaling the team to meet the needs of the company
  • You will Liaise with commercial and the management team to set the strategic vision of the company and identify opportunities where outcomes can be improved through data-driven decisions
  • You need to increase customer lifetime value across the business through the effective use of insights
  • You will be responsible for the delivery of key predictive and descriptive models, including customer segmentation, dealer segmentation, cross and up-sell models, churn drivers, churn prediction.
  • You will liaise with commercial, IT and network in automation  of  modeling outputs and of Big Data use cases.
  • You will lead utilization of  Big Data Architecture and Big Data discovery tools and develop relevant use cases with upmost commercial benefits
  • you have to manage cross-company projects relating to strategy implementation including customer segmentation and CRM strategy


  • You are required to have Bsc. in Computer Sciences or Engineering Background , related field or equivalent
  • You need to have experience for a minimum of 10 years of relevant with at least 5 years in a similar role, preferable experience in consulting and team management and working in MENA region
  • You have to had human resources management skills
  • You have to had project / Program Management Knowledge 
  • You have to had performance Management Knowledge
  • You have to had business Modelling and Analysis Knowledge 
  • You have to had written & oral Communication skills
  • You have to had negotiation skills 
  • You have to had managing information skills 
  • You have to had technology application Knowledge 
  • You have to had contract administration and legal proficiency Knowledge 
  • You have to had strategic planning and thinking mindset 



Behavioral Competency

  • Having Embracing Change (Flexibility) personality 
  • Have Developing Talents ability 
  • Have Visioning and Inspiring personality 
  • Mindset for Serving our Customers 
  • Personality of achievement Driven skills 
  • Personality of analytical Thinking skills 
  • Having Team Work skills 
  • Having Information Seeking personality 
  • Ability of managing team 
  • Have Problem Solving and Creativity sills 
  • Have Relationship Building skills 
  • Initiative personality 


Zain Iraq

Job Group

Business Development and Business Intelligence


Baghdad- Iraq

Contract Type

Full Time

Closing Date


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