Customer Experience Specialist at Vodacom Tanzania Plc

Vodacom Tanzania Plc is looking for a Customer Experience Specialist to help improve the experiences customers receive across its products, services, and customer touchpoints. The role focuses on reviewing existing customer journeys, identifying areas for improvement, and designing better experiences that strengthen customer satisfaction and loyalty.

The successful candidate will act as a customer advocate throughout the Go-To-Market process, ensuring that new and existing products and services are supported by effective processes, tools, and customer service practices. The role also involves working closely with teams across the business to deliver measurable and continuous improvements in customer experience.

Responsibilities

• Review existing customer experiences across assigned products, services, and channels.

  

• Understand customer requirements through analysis of current customer journeys and experiences.

• Gather and analyze quantitative and qualitative customer insights.

  

• Participate proactively in the Go-To-Market (GTM) process.

• Design and implement improved customer experiences for existing and new products, services, and channels.

  

• Define appropriate customer experience KPIs for specific products, services, and channels.

• Develop appropriate processes and toolkits to support frontline customer service teams.

  

• Advocate for the customer throughout product and service development processes.

• Build effective professional relationships with business partners across CBU, VBU, M-PESA, and Channels.

• Manage stakeholder expectations and priorities while maintaining delivery commitments.

• Conduct experience reviews and monitor improvements on an ongoing basis.

• Identify opportunities to improve customer loyalty and overall service quality.

Qualifications

• Bachelor’s degree in Business Administration or another related field.

• At least 2 years of experience in Customer Experience, Business Analysis, or Programme Management.

• Matric qualification with additional relevant programmes or certificates is an advantage.

• Strong analytical skills.

• Process-oriented approach to work.

• Strong commercial awareness.

• Good stakeholder management skills.

• Knowledge of Vodacom products and services.

• Ability to analyze customer requirements and translate insights into practical improvements.

How to Apply

Interested and qualified candidates should submit their applications through the official Vodacom Careers portal.

CLICK HERE TO APPLY

The application deadline is 2 September 2026.