Customer Experience Specialist Job Vacancy at Vodacom, Dar es salaam August 2026

Customer Experience Specialist – Vodacom Tanzania

Position: Customer Experience Specialist
Company: Vodacom Tanzania
Location: Dar es Salaam, Tanzania
Employment Type: Full-time
Requisition ID: 284555
Date Posted: 21 August 2026

Role Purpose

The Customer Experience Specialist will lead efforts to improve customer experiences across assigned products, services, channels, and touchpoints. The role focuses on transforming existing customer journeys, designing improved experiences, measuring customer experience performance, and advocating for customer needs throughout the Go-To-Market (GTM) process.

Key Responsibilities

Customer Requirements

• Review existing customer experiences across assigned products, services, and channels.
• Gather and analyse quantitative and qualitative customer insights.
• Participate actively in the Go-To-Market process.

Experience Design & Implementation

• Design and implement improved customer experiences.
• Develop customer experience KPIs for products, services, and channels.
• Develop tools, processes, and support materials for frontline teams.

Stakeholder Engagement

• Build strong relationships with stakeholders across CBU, VBU, M-Pesa, and Channels.
• Collaborate with internal and external stakeholders to deliver improved customer journeys.
• Connect information and identify opportunities through effective stakeholder engagement.

Delivery & Continuous Improvement

• Manage priorities and delivery commitments.
• Conduct customer experience reviews and implement improvements.
• Monitor customer experience performance continuously.
• Act as a customer champion and advocate for customer needs.

Qualifications & Experience

• Bachelor’s degree in Business Administration or a related field.
• At least 2 years of experience in one or more of:
  • Customer Experience
  • Business Analysis
  • Programme Management
• Matric and relevant additional programmes or certifications are an advantage.

Key Skills & Competencies

• Strong analytical and problem-solving skills
• Customer journey and process analysis
• Process optimisation
• Commercial and market awareness
• Knowledge of customer needs and competitive products
• Stakeholder management and influencing
• Cross-functional collaboration
• Ability to identify customer pain points and root causes
• Creative and customer-centric approach
• Ability to advocate for customers and drive continuous improvement

How to Apply

Interested candidates should submit their application through the official Vodacom careers platform.

CLICK HERE TO APPLY

Application Deadline: The supplied vacancy information does not specify a closing date, so applicants should apply as soon as possible.