Customer Experience Specialist

Location: Dar es Salaam, Tanzania
Company: Vodacom Tanzania Careers
Requisition ID: 284555
Date Posted: 10 June 2026

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Position Summary

The Customer Experience Specialist is responsible for improving customer journeys across products, services, and channels by transforming current (“As Is”) customer experiences into enhanced (“To Be”) experiences.

The role focuses on customer-centric design, experience measurement, process improvement, stakeholder engagement, and supporting successful product launches through active participation in the Go-To-Market (GTM) process.

The successful candidate will serve as a customer advocate, ensuring that customers consistently receive excellent service and value across all touchpoints.

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Role Purpose

The Customer Experience Specialist is accountable for:

• Identifying and improving customer experiences across assigned products, services, and channels.
• Measuring customer experience performance using relevant KPIs.
• Ensuring customer feedback and insights drive business improvements.
• Supporting frontline teams with the tools and processes needed to deliver exceptional service.
• Representing the customer’s voice during product and service development initiatives.

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Key Responsibilities

1. Customer Experience Analysis

Gain a deep understanding of customer needs through:

• Reviewing current (“As Is”) customer experiences.
• Analyzing customer feedback and complaints.
• Evaluating quantitative and qualitative customer insights.
• Identifying customer pain points and service gaps.
• Participating proactively in Go-To-Market (GTM) initiatives.

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2. Customer Journey Design

Design and implement improved customer experiences by:

• Developing future-state (“To Be”) customer journeys.
• Enhancing existing products, services, and channels.
• Supporting the launch of new products and services.
• Ensuring customer-centric solutions are embedded in business processes.

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3. Customer Experience Measurement

Develop and manage customer experience metrics, including:

• Customer Experience KPIs
• Service quality indicators
• Customer satisfaction measurements
• Customer loyalty tracking

Monitor performance and recommend corrective actions where needed.

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4. Frontline Support Enablement

Develop and improve:

• Customer service processes.
• Customer support toolkits.
• Service delivery guidelines.
• Knowledge resources for frontline teams.

Ensure Customer Service Representatives have the tools necessary to provide excellent customer service.

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5. Go-To-Market (GTM) Participation

Act as the customer advocate during:

• Product development.
• Product launches.
• Service enhancements.

Ensure customer experience considerations are incorporated throughout the GTM process.

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6. Stakeholder Management

Build strong working relationships with teams across:

• Consumer Business Unit (CBU)
• Vodafone Business Unit (VBU)
• M-Pesa
• Retail and Distribution Channels
• Customer Operations
• Commercial Teams

Collaborate effectively to implement customer experience improvements.

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7. Continuous Improvement

• Monitor customer journeys continuously.
• Identify opportunities for optimization.
• Recommend innovative customer-centric solutions.
• Ensure experience improvements are implemented and sustained.

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Academic Qualifications

Required

• Bachelor’s Degree in:
  • Business Administration
  • Marketing
  • Business Management
  • Or a related field

Added Advantage

• Additional professional certifications or relevant training programs.

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Experience Requirements

Applicants should have:

• Minimum 2 years of experience in one or more of the following areas:
  • Customer Experience (CX)
  • Business Analysis
  • Programme Management
  • Customer Service Improvement
  • Process Improvement

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Required Skills and Competencies

Analytical Skills

• Strong ability to analyze:
  • Customer data
  • Reports
  • Business processes
  • Customer feedback
• Identify root causes of customer pain points.
• Develop innovative solutions based on insights.

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Process Improvement Skills

• Strong understanding of customer-facing business processes.
• Ability to identify process inefficiencies.
• Experience in designing improved workflows and customer journeys.

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Commercial Awareness

• Understanding of:
  • Telecommunications industry trends
  • Customer expectations
  • Competitive market dynamics
• Knowledge of products and services and their customer value propositions.
• Ability to benchmark against competitors.

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Stakeholder Management

• Ability to influence and collaborate across multiple departments.
• Strong relationship-building skills.
• Ability to align stakeholders around customer-focused objectives.

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Customer Advocacy

The successful candidate must be able to:

• Act as the voice of the customer.
• Champion customer interests during decision-making.
• Promote customer-centric thinking across the organization.
• Challenge existing practices when they negatively impact customer experience.

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Ideal Candidate Profile

The ideal candidate is someone who:

• Enjoys solving customer problems.
• Thinks strategically about customer journeys.
• Uses data and insights to drive improvements.
• Has strong communication and stakeholder engagement skills.
• Can balance customer needs with business objectives.
• Is passionate about delivering exceptional customer experiences.

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Why This Role is Attractive

This position offers an opportunity to:

• Shape customer experiences across multiple channels.
• Influence product and service development.
• Work closely with cross-functional teams.
• Gain exposure to customer journey design and business transformation initiatives.
• Build a career in customer experience management within the telecommunications sector.

Location: Dar es Salaam, Tanzania
Requisition ID: 284555
Date Posted: 10 June 2026

How to Apply:

To submit your application, please follow the link provided below.

CLICK HERE TO APPLY