Customer Experience Manager Job at MTN Uganda in Kampala

MTN Uganda, a leading telecommunications company, is seeking a dynamic and experienced Customer Experience Manager to join our team in Kampala. This is a senior-level role where you will be at the forefront of shaping how our millions of customers across Uganda interact with our brand, driving satisfaction and loyalty.

In this pivotal role, you will develop and implement comprehensive customer experience strategies. You will analyse customer feedback from various channels, design detailed customer journey maps, and lead initiatives to enhance every touchpoint. Your work will directly impact MTN's mission to deliver a bold, new digital world to our customers.

Key Responsibilities:

• Develop and execute customer experience (CX) strategies and roadmaps.
• Analyse customer feedback, survey data, and operational metrics to identify improvement areas.
• Design and optimise end-to-end customer journey maps for key products and services.
• Lead cross-functional teams to implement CX improvement initiatives.
• Monitor and report on key CX metrics and KPIs to track performance and ROI.
• Champion a customer-centric culture throughout the organisation.
• Stay updated on the latest CX tools, methodologies, and Ugandan market trends.

Requirements & Qualifications:

• Bachelor's degree in Business Administration, Marketing, or a related field.
• Minimum of 5 years of proven experience in customer experience management, preferably in telecoms, FMCG, or financial services in Uganda.
• Strong analytical skills with the ability to translate data into actionable insights.
• Excellent communication, presentation, and interpersonal skills.
• Proven knowledge of customer experience frameworks and tools (e.g., NPS, CSAT, journey mapping software).
• A strategic thinker with strong project management capabilities.

Why Work at MTN Uganda?
MTN offers a competitive remuneration package and the opportunity to work in a fast-paced, innovative environment. We provide great career growth prospects, training opportunities, and the chance to make a tangible impact on Uganda's digital landscape. Join us and be part of a company that connects and uplifts communities.

How to Apply:
Ready to lead customer experience for Uganda's leading telecom? Apply via the official MTN careers portal: https://ehle.fa.em2.oraclecloud.com/hcmUI/CandidateExperience/en/sites/CX_1/jobs/300000000275327. Applications close as per the portal listing.