Manager - Customer Experience

Responsible for driving Customer satisfaction based on measuring and analyzing NPS and other VOC matrices from the VOC automated platform. Correlate divisional metrics/KPIs with CEX VoC Measurements to develop insights on issues/opportunities.

MTN Uganda Limited is an equal opportunity employer and is seeking to recruit a competent individual to fill the following position.

Reports to: Senior Manager - Customer Enablement and Planning

No. of Vacancies: 1

• Support the Shareholder return strategy by developing and implementing CEX Processes that are aligned to achieving all elements on the business score card. (I.e. Net Promoter Score ( ), Grow Market Share, Grow ICT & Data Revenue, Increase EBITDA margins, Assure Revenue, CAPEX Returns Management and Net Subscriber Additions). 

• Serve the Division’s internal customers and provide solutions to improve customer experience.

• Support the identification and resolution of customer issues; achieving milestones; committing and managing appropriate resources; maintaining forward momentum and achieving desired outcomes 

• Liaise with Senior Management in MTN Uganda CEX to ensure effective integration and cross-functional collaboration across all functions responsible for driving the Customer Experience agenda

• Review and measure key customer satisfaction indices from successful execution of CEX projects

• Liaise with other teams to carry out performance assessments, solve problems and identify opportunities for improvement in High Volume Customer journeys

• Track process, product, structure & design optimization resulting from Transactional surveys. 

• Manage Enterprise Dashboard of Customer experience performance indicators.

• Develop strategy for Self Service and Digital channels, myMTNApp and WEB, Revenue, Monitor and drive Monthly Average Users (MAU) for Apps, User engagement and other KPIs.

• Responsible for UI/UX designs and user journey on myMTNApp, Bots and other Digital Journeys 

• Responsible for managing cultural change across the company through customer centricity cultural transformation. 

• Facilitate Testing & approval of new products & services ensuring alignment with prescribed standards.

• Participate in diagnosing the drivers to Top complaints along Customer journey and ensuring resolution.

• Analyze Customer insights drawn from across research techniques and organizational boundaries to identify key Customer pain points & opportunities.

• Analyze and report on CEX Strategy’s implementation

• Further develop the concept of Digital NPS and implementation to measure sentiments across the digital and social landscape.

• Implementation of CEM tools and KPIs (DEI, CEI, NEI) measurement with correlation to NPS and Network performance 

• Network and build solid relationships with internal units and relevant third parties (e.g. technical and finance partners, business consultants etc.) and develop a close working relationship with relevant information sources to provide an integrated service.

• Continuously seek self-professional development to sharpen skills and capabilities in a versatile and evolving digital landscape.     

• Coach and train the team to ensure understanding of the objectives and goals of the department, awareness of set targets/requirements and regularly review their training needs.

• Review performance of individual team members and complete appraisals in accordance with the employee performance appraisal procedures and time schedules.

• First degree in Business Admin, IT, Telecom Eng, Marketing or any other related discipline

• Certification in Project Management will be an added advantage 

• Minimum 5 years’ experience which includes:

• Minimum of 3 years’ experience in a related area of specialization; with experience in supervising/managing others

• Experience working in a medium to large organization 

• Experience in Customer data analytics, Customer insights management & Statistical analysis will be an advantage

• Customer Service or Experience Orientation

• Customer Journey mapping 

• Customer Focus

• Business Performance Measurement & Management

• Business Acumen

• Resource Management

• Project Planning & Management 

• Experience in UI/UX design principles, 

• Experience in sentiment analysis across various customer engagement channels

• Experience in driving cultural transformation toward customer-centricity within large organizations

• Proven track record in facilitating testing and approval of new products/services to ensure market readiness.

• Strong interpersonal and influencing skills for managing executive stakeholders, and cross-functional teams.