About Company
Vodacom Mozambique is a leading telecommunications company in Mozambique, dedicated to connecting people and businesses across the nation with reliable and innovative services. As a key player within the broader Vodacom Group, we leverage cutting-edge global technology and local insights to provide a comprehensive range of mobile communication, data, digital, and financial services to millions of customers. Our mission extends beyond connectivity; we are deeply committed to transforming lives through digital inclusion, fostering economic growth, and contributing significantly to Mozambique’s socio-economic development. We pride ourselves on cultivating an environment of innovation, placing customer-centricity at the core of everything we do, and fostering a vibrant work culture that encourages continuous learning, personal growth, and collaborative success. At Vodacom Mozambique, you’ll be part of a dynamic, forward-thinking team that genuinely believes in making a tangible, positive impact on millions of lives every single day. We are passionate about nurturing talent, promoting diversity and inclusion, and creating a supportive ecosystem where every employee can thrive, contribute their unique skills, and achieve their full potential as we collectively build a connected future for Mozambique.
Job Description
Are you a highly analytical and customer-focused professional with a passion for driving improvements? Vodacom Mozambique is seeking a talented and driven Customer Experience Improvement Analyst to join our dynamic and innovative team in Matola. This pivotal role is at the heart of our unwavering commitment to delivering consistently exceptional customer experiences across all touchpoints. You will be instrumental in meticulously gathering, analyzing, and interpreting a vast array of customer feedback, operational data, and market trends to proactively identify key pain points, uncover significant opportunities for service enhancement, and discover new ways to truly delight our customers. Your insights will directly inform and influence strategic decisions related to product development, service delivery, and overall customer satisfaction strategies, ensuring Vodacom remains a leader in customer loyalty. You will collaborate closely with various cross-functional departments, including product management, marketing, operations, and information technology, acting as a passionate champion for customer needs and driving impactful changes that elevate our brand’s reputation and foster deep, long-term customer relationships. This is an exciting and challenging opportunity to leverage your analytical prowess, strategic thinking, and problem-solving skills to shape the future of telecommunications customer experience in Mozambique. If you thrive in a data-driven environment, possess a keen eye for detail, and are eager to make a significant, measurable impact on millions of lives, we strongly encourage you to apply and become a part of our success story.
Key Responsibilities
- Collect, analyze, and interpret large volumes of customer feedback data from various sources (surveys, social media, call center interactions, in-store feedback, etc.) to identify key trends, pain points, and root causes.
- Develop and implement customer journey mapping to visualize customer interactions and identify critical touchpoints for improvement.
- Monitor key customer experience metrics (e.g., NPS, CSAT, Churn Rate, First Call Resolution) and provide regular reports and insights to stakeholders.
- Collaborate with cross-functional teams (Product, Marketing, Operations, IT) to translate customer insights into actionable recommendations and design innovative solutions.
- Support the development and execution of CX improvement initiatives, tracking their impact and ensuring alignment with business objectives.
- Conduct competitive analysis to benchmark Vodacom's customer experience against industry best practices and identify areas for differentiation.
- Prepare detailed reports and presentations for management, highlighting findings, recommendations, and the business impact of CX initiatives.
- Champion a customer-centric culture within the organization, advocating for the customer's voice in all decision-making processes.
- Participate in workshops and brainstorming sessions to generate creative solutions for enhancing customer satisfaction and loyalty.
- Stay abreast of industry trends, emerging technologies, and best practices in customer experience management.
Required Skills
- Proven experience (minimum 3 years) in customer experience analysis, business analysis, or data analysis.
- Strong analytical and problem-solving skills with the ability to interpret complex data sets and translate them into clear, actionable insights.
- Proficiency in data analysis tools (e.g., Excel, SQL, Tableau, Power BI) and survey platforms.
- Excellent written and verbal communication skills in English and Portuguese, with the ability to present complex information clearly and concisely to diverse audiences.
- Strong interpersonal skills and the ability to collaborate effectively with cross-functional teams.
- Detail-oriented with a commitment to accuracy and high-quality deliverables.
- Ability to manage multiple projects simultaneously and work effectively in a fast-paced environment.
- Demonstrated passion for understanding customer needs and improving their experience.
Preferred Qualifications
- Bachelor's degree in Business Administration, Marketing, Economics, Statistics, or a related field.
- Experience in the telecommunications industry or a similar fast-paced service industry.
- Familiarity with CX methodologies and frameworks (e.g., Design Thinking, Lean Six Sigma).
- Experience with Customer Relationship Management (CRM) systems.
- Knowledge of statistical analysis techniques.
Perks & Benefits
- Competitive salary and performance-based incentives.
- Comprehensive health and wellness programs.
- Opportunities for professional development and career advancement within a global telecommunications leader.
- Access to cutting-edge technology and innovative projects.
- A vibrant and inclusive company culture that values diversity and teamwork.
- Generous paid time off and public holidays.
- Employee discounts on Vodacom products and services.
- Contributions to social security and other local benefits.
How to Apply
If you are a driven and insightful analyst eager to make a significant impact on customer satisfaction, we invite you to apply. Please click on the application link below to submit your detailed CV and a cover letter outlining your experience and why you are the ideal candidate for this role. Ensure your application clearly demonstrates your analytical skills and passion for customer experience. We look forward to reviewing your application!