Customer Experience Specialist at Vodacom

Role: Customer Experience Specialist

Key Focus: Improving customer loyalty through experience design, GTM collaboration, and data-driven insights.

Requirements: Degree + 2 years in CX, Business Analysis, or Programme Management.

Apply Now: Official Vodacom Careers Portal

Role Purpose

The Customer Experience Specialist is responsible and empowered to:

  • Convert “As Is” experiences into better “To Be” experiences, whilst ensuring the company acts and deploys appropriate actions in all stages to improve the overall customer experience and levels of customer loyalty across assigned touch points/channels as well as its products and services.
  • Take accountability for objectively designing and measuring the customer experience delivered by all the touch points that include but not limited to contact centre and retail.
  • Be an active participant in the GTM (Go To Market) process, acting as the customer advocate, by proposing and following through that the best experience of our products and services are delivered and the necessary toolkits are in place to support Customer Service Representatives in delivering an exceptional customer service.

Key Responsibilities

  • 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.

Qualifications & Experience

  • Degree in Business Administration or any other related field.
  • 2 years of experience in Customer Experience or Business Analysis or Programme Management.
  • Core Competencies:
    - Strong Analytical skills – able to assess data, reports, insights and existing processes.
    - Process-Oriented – solid understanding of key cross-functional processes.
    - Commercially astute – solid understanding of the market, competitor, & customer.
    - Stakeholder management – Ability to work and influence cross-functional teams.

How to Apply

CLICK HERE TO APPLY