Customer Experience Specialist at Vodacom Tanzania

Job details

• Position: Customer Experience Specialist
• Location: Dar es Salaam, Tanzania
• Requisition ID: 284555
• Date posted: August 21, 2026

Role purpose

The Customer Experience Specialist is responsible and empowered to:

• Convert existing “As-Is” experiences into improved “To-Be” experiences.
• Ensure the company takes and implements appropriate actions at every stage to improve the overall customer experience and customer loyalty across assigned touchpoints, channels, products and services.
• Take accountability for objectively designing and measuring the customer experience delivered across all touchpoints, including but not limited to the contact centre and retail.
• Actively participate in the Go To Market (GTM) process as the customer advocate.
• Propose and follow through on initiatives that ensure customers receive the best possible experience from the company’s products and services.
• Ensure the necessary toolkits are available to support Customer Service Representatives in delivering exceptional customer service.

Key responsibilities

Understanding customer requirements

• Review “As-Is” experiences within the assigned product, service or channel portfolio.
• Gather and assess quantitative and qualitative insights on existing products, services and channels.
• Participate proactively in the Go To Market process.

Experience design and implementation

• Design and implement improved “To-Be” experiences for existing and new products, services and channels.
• Develop appropriate customer experience key performance indicator measurements for specific products, services and channels.
• Develop and implement appropriate toolkits and processes for frontline support teams.

Stakeholder engagement

• Build effective professional relationships with business partners across CBU, VBU, M-Pesa and Channels.
• Work collaboratively with cross-functional and external stakeholders to develop and deliver an ideal customer experience journey.
• Engage in successful dialogue with stakeholders to connect information, identify relationships and extract value.

Delivery and continuous improvement

• Manage expectations and priorities while maintaining delivery commitments.
• Conduct customer experience reviews and implement improvements.
• Continuously monitor customer experience performance across assigned areas.
• Serve as a customer champion, even when the customer’s position may be unpopular.

Qualifications and experience

Applicants should have:

• A bachelor’s degree in Business Administration or another related field.
• At least two years of experience in any of the following areas:
  • Customer experience
  • Business analysis
  • Programme management
• Matric and additional relevant programmes or certificates, which will be advantageous.

Knowledge, skills and competencies

Strong analytical skills

The successful candidate should be able to:

• Assess data, reports, insights and existing processes.
• Identify the root causes of negative customer experiences or customer pain points.
• Recommend or develop creative, innovative and customer-centric solutions within an international context.

Process orientation

The candidate should have:

• A solid understanding of key cross-functional processes that affect customers.
• The ability to identify process optimisation opportunities.

Commercial awareness

The candidate should demonstrate:

• A solid understanding of the market, competitors and customers.
• Knowledge of Vodacom’s products and services and the value they provide to customers.
• An understanding of competing products and services available in the market.

Stakeholder management

The candidate should have:

• The ability to work with and influence cross-functional and external stakeholders.
• The ability to support the development and delivery of results toward an ideal customer experience journey.
• The ability to connect the dots and extract value from information through successful dialogue.
• The confidence to act as a customer champion, even when doing so may be unpopular.

How to Apply:
Job type Full-time Job, To submit your application, please follow the link provided below.
CLICK HERE TO APPLY