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About the Organisation
Vodacom Tanzania is a leading telecommunications company offering a wide range of voice, data, messaging, financial, and converged services to individual and business customers. As part of the Vodafone Group, Vodacom is committed to delivering innovative digital solutions and an exceptional customer experience across all touchpoints in Tanzania and beyond.
Customer Experience Specialist job at Vodacom Tanzania | Apply Now
Dar es Salaam, Tanzania
Vodacom is a leading telecommunications company that aims to connect people and communities by providing innovative, accessible, and reliable mobile services. With a mission to empower individuals and businesses through technology, Vodacom is widely recognized for its high-quality service, operational excellence, and commitment to digital transformation in Africa. The company enjoys a strong reputation for reliability and customer satisfaction, backed by a progressive work culture that encourages creativity, inclusivity, and continuous learning.
Vodacom offers diverse job opportunities, promoting flexible work arrangements and providing employees with opportunities for growth and development. Established in 1994 in South Africa, Vodacom has grown into a global player in the mobile industry, serving millions of customers across multiple African countries. The company’s business model focuses on providing affordable and innovative products, from voice and data services to mobile money, while leveraging cutting-edge technologies to expand its offerings.
With a presence in several African nations, Vodacom’s core values of integrity, accountability, and innovation guide its actions and operations. As part of its corporate social responsibility initiatives, Vodacom invests in education, health, and environmental sustainability, making a tangible impact on communities. For more information, visit www.vodacom.com.
Are you looking for Customer Experience Specialist jobs in Tanzania 2025 today? then you might be interested in Customer Experience Specialist job at Vodacom Tanzania
Full Time
Deadline:
4 Apr 2025
Job Title
Customer Experience Specialist job at Vodacom Tanzania
Vodacom Tanzania
Job Description
The Customer Experience Specialist will analyze customer journeys, gather insights from existing products, services, and channels, and propose customer-centric improvements to enhance the user experience. The role involves active participation in the Go-To-Market (GTM) process to ensure customer needs are considered in product and service launches. The incumbent will create and implement toolkits, KPI measurements, and support mechanisms for customer-facing teams while maintaining close collaboration with internal business units such as CBU, VBU, MPESA, and Channels. A key aspect of the role is acting as a customer advocate, championing initiatives that drive customer satisfaction and loyalty across all touchpoints.
Duties, Roles and Responsibilities
Qualifications, Education and Competencies
See all details of the qualifications, competencies and education for this role under the "How to Apply" section below.
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How to Apply
Analyze current ("As-Is") customer experiences and design improved ("To-Be") experiences
Collect and interpret quantitative and qualitative data on products, services, and channels
Participate in the Go-To-Market (GTM) process to ensure customer-centric delivery
Design KPIs and toolkits that support frontline service excellence
Continuously monitor customer experience performance
Build effective relationships with stakeholders across CBU, VBU, MPESA, and Channels
Manage priorities and expectations while meeting experience improvement goals
Identify process improvement opportunities for better customer satisfaction
Champion the voice of the customer in cross-functional initiatives
SERVICES
COMMERCIAL
SERVICES
INDUSTRIAL
SERVICES
RESIDENTIAL
Qualifications:
Bachelor’s Degree in Business Administration or related field
Experience:
Minimum of 2 years’ experience in Customer Experience, Business Analysis, or Programme Management
Core Competencies:
Strong analytical skills with the ability to interpret data and identify root causes of poor customer experience
Process-oriented mindset with the ability to spot optimization opportunities
Good commercial awareness and understanding of customer needs, Vodacom’s offerings, and market competition
Excellent stakeholder management and communication skills
Ability to influence cross-functional teams and act as a customer advocate
