Customer Experience Specialist – Airtel Uganda

About Airtel Africa

Job Summary

Key Responsibilities

• Manage the end-to-end customer lifecycle across Airtel Money products and services.
• Deliver exceptional customer experiences across all customer touchpoints.
• Identify customer pain points and recommend service improvements.
• Enhance customer satisfaction and loyalty through continuous service optimization.
• Ensure customers receive timely and effective support.

• Develop and implement customer retention programs.
• Monitor customer behavior and identify churn risks.
• Recommend initiatives to improve customer loyalty.
• Support strategies aimed at increasing customer engagement and product adoption.

• Continuously monitor customer journeys across various digital and physical channels.
• Participate in User Acceptance Testing (UAT) for new products and service enhancements.
• Conduct post-production sanity testing to ensure seamless customer experiences.
• Recommend improvements to customer journeys based on user feedback and analytics.

• Evaluate the effectiveness of self-service platforms, including:
  • Interactive Voice Response (IVR)
  • Company Website
  • Mobile Application (App)
• Recommend enhancements to improve customer self-service experiences.
• Promote digital adoption through user-friendly service channels.

• Research global customer experience trends and industry best practices.
• Collaborate with knowledge experts to implement innovative customer service solutions.
• Drive continuous improvement initiatives based on benchmarking findings.

• Manage customer experience delivery across customer service teams.
• Ensure compliance with Service Level Agreements (SLAs).
• Monitor operational performance and customer satisfaction metrics.
• Support efficient delivery of Airtel Money customer service operations.

• Monitor customer satisfaction ratings and service quality indicators.
• Track customer churn and recommend corrective actions.
• Prepare accurate:
  • Daily reports
  • Weekly reports
  • Monthly performance reports
• Submit reports to relevant stakeholders within required timelines.

Minimum Qualifications

• Bachelor's Degree in:
  • Business Administration
  • Commerce
  • Social Sciences
  • Business Management
  • Related field

• Postgraduate qualification in:
  • Business Administration
  • Banking
  • Commercial Management
  • Related discipline

Experience Requirements

• Minimum 3 years of experience in:
  • Customer Experience
  • Business Development
  • Commercial Operations
  • Customer Relationship Management
  • Service Delivery
  • Customer Support

Required Skills

• Customer Lifecycle Management.
• Customer Relationship Management (CRM).
• Customer Retention Strategies.
• Service Level Agreement (SLA) Management.
• Customer Journey Mapping.
• User Acceptance Testing (UAT).
• Airtel Money Operations (added advantage).
• Digital Customer Service.
• Performance Reporting.
• Data Analysis.
• Problem Solving.
• Leadership.
• Business Communication.

Core Competencies

• Strong understanding of customer lifecycle management.
• Excellent interpersonal and communication skills.
• Strong analytical and data interpretation abilities.
• Leadership and team collaboration skills.
• Customer-focused mindset.
• High level of integrity and professionalism.
• Strong organizational skills.
• Ability to work under pressure and meet deadlines.
• Excellent written and verbal communication skills.
• Results-oriented with strong problem-solving abilities.

Why Join Airtel Uganda?

• Opportunity to work with one of Africa's leading telecommunications companies.
• Exposure to innovative digital financial services and customer experience initiatives.
• Career growth opportunities across Airtel Africa operations.
• Inclusive, diverse, and performance-driven work environment.
• Opportunity to contribute to digital transformation and customer satisfaction.

How to Apply