Customer Experience Specialist

Role Purpose

The Customer Experience Specialist is responsible for converting current customer experiences into improved future experiences. This role ensures the company takes appropriate actions across all stages to enhance overall customer experience and loyalty across assigned touchpoints, channels, products, and services.

The specialist will take accountability for objectively designing and measuring the customer experience delivered across all touchpoints, including contact centres and retail channels. They will also serve as an active participant in the Go To Market (GTM) process, acting as a customer advocate to ensure exceptional product and service delivery with necessary support toolkits in place for Customer Service Representatives.

Key Responsibilities

• Understand customer requirements through review of current (As-Is) experiences within assigned product, service, and channel portfolios
• Analyze quantitative and qualitative insights on existing products, services, and channels
• Participate proactively in the Go To Market (GTM) process
• Design and implement improved (To-Be) experiences for both existing and new products, services, and channels
• Establish appropriate experience KPI measurements for products, services, and channels
• Develop and deploy appropriate toolkits and processes for frontline support teams
• Build effective professional relationships with business partners across CBU, VBU, M-Pesa, and Channels
• Manage expectations and priorities effectively

Company

Vodacom

Location

Dar es Salaam, Tanzania

Employment Type

Full-Time

Industry

Telecommunications

Key Areas

Customer Service, Business Operations, Sales & Retail