Full Time
Dar es Salaam
Posted 2 weeks ago

Vodacom Tanzania

Customer Experience Specialist – Vodacom

📍 Location: Tanzania
🕒 Employment Type: Full-Time
📅 Application Deadline: March 2025

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About Vodacom

Vodacom is a leading telecommunications company dedicated to delivering exceptional connectivity and digital solutions to millions of customers worldwide. We believe that technology is a force for good, empowering people and businesses while making a positive impact on society and the planet.

As part of our commitment to delivering the best possible customer experience, we are seeking a passionate and results-driven Customer Experience Specialist to join our team.

Role Overview

The Customer Experience Specialist will be responsible for analyzing and enhancing customer interactions across various touchpoints, including retail and contact centers. This role involves identifying pain points, designing customer-centric solutions, and driving initiatives that improve customer satisfaction and loyalty.

By working cross-functionally, you will ensure a seamless customer journey, from initial engagement to post-service support. You will also play a key role in the Go-To-Market (GTM) process, advocating for customers and ensuring that new products and services offer an optimal user experience.

Key Responsibilities

1. Customer Experience Analysis & Insights

✔ Assess existing customer interactions (“As-Is Experiences”) across products, services, and channels.
✔ Gather and analyze quantitative and qualitative data to identify customer pain points.
✔ Actively participate in Go-To-Market (GTM) processes, ensuring customer needs are prioritized.

2. Customer Journey Design & Implementation

✔ Develop improved customer experiences (“To-Be Experiences”) for both existing and new products/services.
✔ Define and implement key performance indicators (KPIs) to measure customer satisfaction.
✔ Create and optimize toolkits and processes to support frontline customer service teams.

3. Cross-Functional Collaboration & Stakeholder Engagement

✔ Build strong relationships with internal teams across Consumer Business Unit (CBU), Vodacom Business Unit (VBU), M-Pesa, and Sales Channels.
✔ Work closely with stakeholders to align customer experience initiatives with business goals.
✔ Manage expectations and priorities while ensuring timely delivery of experience improvements.

Qualifications & Experience

🎓 Education & Background:
✔ Bachelor’s degree in Business Administration, Customer Experience, or a related field.

💡 Skills & Competencies:
✔ 2+ years of experience in Customer Experience, Business Analysis, or Program Management.
✔ Strong analytical skills—ability to interpret data, identify trends, and recommend improvements.
✔ Process-oriented mindset—ability to optimize workflows and identify inefficiencies.
✔ Commercial awareness—understanding of market trends, competitor strategies, and customer behavior.
✔ Excellent stakeholder management—ability to collaborate, influence, and advocate for customers.
✔ Passion for delivering exceptional customer service and driving business success.

Why Join Vodacom?

At Vodacom, we celebrate diversity, innovation, and inclusion. We believe that everyone has unique talents, and we are committed to fostering a workplace where you can thrive.

🔹 Be part of a global network—Work with experts from different backgrounds and cultures.
🔹 Grow your career—Access training, mentorship, and leadership development programs.
🔹 Make an impact—Help us shape the future of connectivity and customer experience.

🚀 At Vodacom, we believe that together, we can create a better future for all!

How to Apply

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

📢 Don’t miss this opportunity—apply today and be part of Vodacom’s mission to enhance customer experiences and transform the digital landscape!

To apply for this job please visit jobs.vodafone.com.