Vodacom Tanzania Plc is one of Tanzania’s leading telecommunications and digital services providers, delivering innovative communication, financial technology, and connectivity solutions to millions of customers across the country. The company is committed to enhancing customer satisfaction through continuous innovation, service excellence, and customer-centric business practices.

Vodacom Tanzania is seeking a Customer Experience Specialist to join its team in Dar es Salaam. The successful candidate will be responsible for analyzing customer journeys, identifying improvement opportunities, designing enhanced customer experiences, and ensuring the delivery of exceptional service across various customer touchpoints, products, and channels. The role also serves as a customer advocate during product development and Go-To-Market initiatives to ensure customer needs remain at the center of business decisions.

Responsibilities

• Gain a comprehensive understanding of customer requirements through the review and analysis of existing customer experiences across assigned products, services, and channels.
• Conduct quantitative and qualitative analysis of customer feedback, behavior, and service performance.
• Participate proactively in Go-To-Market (GTM) processes as a customer advocate.
• Design and implement improved customer journeys and "To-Be" experiences for existing and new products, services, and channels.
• Develop and monitor customer experience performance indicators and key performance metrics.
• Identify customer pain points and recommend solutions to improve satisfaction and loyalty.
• Ensure appropriate toolkits, processes, and support mechanisms are available for frontline customer service teams.
• Collaborate with Customer Business Unit (CBU), Vodacom Business Unit (VBU), M-Pesa, and channel teams to improve customer experience delivery.
• Build and maintain strong professional relationships with internal stakeholders and business partners.
• Manage expectations, priorities, and project timelines while ensuring delivery commitments are achieved.
• Continuously monitor customer experience performance and recommend improvement initiatives.
• Support the development of customer-centric strategies and service improvement programs.
• Contribute to enhancing customer loyalty and overall brand experience.

Qualifications

• Bachelor’s Degree in Business Administration or a related field.
• Minimum of two years of experience in Customer Experience, Business Analysis, Programme Management, or a related field.
• Additional relevant certifications or professional programs will be an added advantage.
• Strong analytical and problem-solving skills.
• Excellent understanding of customer experience management principles.
• Process-oriented mindset with attention to continuous improvement.
• Commercial awareness and business acumen.
• Strong stakeholder management and relationship-building skills.
• Excellent communication and presentation abilities.
• Ability to interpret customer insights and translate them into actionable improvements.
• Ability to work collaboratively across multiple departments and business units.
• Strong organizational and project coordination skills.

General Conditions

• Applicants must demonstrate professionalism, integrity, and a strong customer-focused approach.
• Candidates should possess excellent interpersonal and teamwork skills.
• The position requires the ability to manage multiple priorities and meet deadlines effectively.
• Only shortlisted candidates will be contacted for interviews or further assessments.
• Vodacom Tanzania Plc reserves the right to verify all information provided by applicants.
• Successful candidates will be expected to uphold company values and contribute to continuous customer experience improvement initiatives.

Mode of Application

Interested candidates should submit their applications online through the Vodacom Careers Portal at https://jobs.vodafone.com/careers/job/563018697171861?domain=vodafone.com&hl=en before the deadline of 24 June 2026.