Customer Experience Specialist

About the role

The Customer Experience Specialist will transform current customer interactions into improved experiences across multiple channels, ensuring higher loyalty and satisfaction. You will act as the voice of the customer throughout the product lifecycle and support frontline teams with the right tools and processes.

Key responsibilities

• Analyse existing "As‑Is" experiences and gather quantitative and qualitative insights for assigned products, services and channels.
• Participate proactively in the Go‑To‑Market (GTM) process, advocating for optimal customer journeys.
• Design and implement "To‑Be" experiences for both existing and new offerings.
• Define and monitor experience KPIs and develop toolkits for frontline support.
• Build strong relationships with business partners across CBU, VBU, MPESA and other channels.
• Manage expectations, priorities and delivery commitments for continuous experience improvement.

Required profile

• Bachelor’s degree in Business Administration or a related field.
• Minimum 2 years of experience in Customer Experience, Business Analysis or Programme Management.
• Strong analytical ability to assess data, identify pain points and propose customer‑centric solutions.
• Process‑oriented mindset with a solid understanding of cross‑functional customer processes.
• Commercial awareness of the telecom market, competitors and Vodacom’s product portfolio.
• Proven stakeholder‑management skills and the ability to champion the customer, even when unpopular.

Required skills