Website TEF Consult
Tanzania Empowerment Forum (TEF) is a non-profit making company registered in Tanzania in the year 2016
Customer Experience Specialist at TEF Consult , Dar es Salaam – December 2025
About the Role
The Customer Experience Specialist is responsible for analyzing, designing, and improving customer journeys across all customer touchpoints. The role ensures customer-centric processes, tools, and service standards are embedded into daily operations and new product launches, ultimately enhancing customer satisfaction, loyalty, and perception of the brand.
Key Responsibilities
Customer Journey & Experience Management
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Analyze existing customer journeys (“As-Is”) and identify service gaps and pain points.
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Design and implement improved future customer journeys (“To-Be”).
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Ensure consistent customer experience across contact centers, retail outlets, and digital platforms.
Go-To-Market (GTM) Support
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Participate in Go-To-Market initiatives as the customer experience representative.
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Ensure customer needs and experience considerations are embedded in new products and services.
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Support successful launch and adoption of products and services.
Process Improvement & Toolkits
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Design customer service processes, scripts, and toolkits for frontline teams.
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Ensure customer service representatives are well equipped to deliver high-quality service.
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Continuously review and improve customer experience processes.
Stakeholder Management
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Work closely with internal teams including Commercial, M-Pesa, Channels, and Operations.
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Act as the voice of the customer in cross-functional engagements.
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Manage and align stakeholder expectations.
Monitoring, Reporting & Insights
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Track customer experience KPIs and service quality metrics.
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Prepare and submit regular experience improvement and performance reports.
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Recommend corrective actions based on customer feedback and data analysis.
Qualifications & Requirements
Education
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Diploma in Business Administration or a related field
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Additional professional certifications are an added advantage
Experience
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Minimum of 2 years’ experience in:
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Customer Experience
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Business Analysis
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Programme or Project Management
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Skills & Competencies
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Strong analytical and problem-solving skills
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Process improvement and optimization mindset
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Excellent communication and stakeholder engagement skills
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Ability to work independently and manage multiple priorities
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High attention to detail and accountability
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Strong time management and reporting skills
Performance Metrics (KPIs)
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Completion and implementation of experience reviews
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Improved customer satisfaction scores
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Reduction in negative customer perception
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Quality and consistency of customer journeys
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Successful GTM experience integration
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How to Apply
Qualified candidates should submit their applications by 26 December 2025 to:
Human Resource Manager
Tanzania Empowerment Forum Limited (TEF Consult)
Email: info@tef.co.tz
P.O. Box 33542, Dar es Salaam, Tanzania
Or
Online Application:
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To apply for this job email your details to info@tef.co.tz