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Vodafone Logo Vodafone · Customer Service

Customer Experience Specialist

Tanzania, United Republic of, Dar Es Salaam · Job Posted June 15, 2026
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Job Responsibility

  • Gain an understanding of customer requirements through the review of As-Is Experiences within the assigned product/service/channel portfolio
  • quantitative and qualitative insights on existing products/services/ channel
  • proactive participation in the Go To Market (GTM) process
  • Design and implement improved To-Be experiences which are not limited to existing but are also applicable to new products/services/channels
  • appropriate experience KPI measurements for a particular product/service/channel
  • appropriate toolkits/processes for the frontline support
  • Build effective professional relationships with business partners across CBU, VBU, MPESA and Channels
  • Managing expectations and priorities whilst maintaining delivery commitments towards experience reviews, improvements and continuous monitoring

Requirements

  • Bachelor Degree in Business Administration or any other related field
  • 2 years of experience in Customer Experience or Business Analysis or Programme Management
  • Matric + additional relevant programs/certificates is advantageous
  • Strong Analytical skills – able to assess data, reports, insights and existing processes, identify negative experience root causes or paint points
  • recommend /develop creative and innovative customer centric solutions with an international context
  • Process-Oriented – solid understanding of key cross-functional processes touching customers
  • able to spot optimization opportunities
  • Commercially astute – solid understanding of the market, competitor, & customer
  • Knowledge of Vodacom products and services and their value to customers as well as what competitors are offering in comparison
  • Stakeholder management – Ability to work and influence cross functional and external stakeholders for development and delivery of results towards an ‘ideal Customer Experience Journey’
  • Ability to connect the dots and extract value from the information by engaging in successful dialogues
  • Act as a customer champion even when it is unpopular
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