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Senior Manager - Customer Experience. Home Broadband

MTN Group

Marketing & Communications

USh Confidential
2 weeks ago

Job Summary


Job Description/Requirements

Main Purpose:

To develop and drive to attainment the MTN Uganda Customer Experience goals for the Home Business by providing professional expertise in strategizing and implementation of best practices using timely and relevant analytics and research, stakeholder management at all levels and overall alignment to MTN Group Corporate goals and objectives.

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

Job Title: Senior Manager- Customer Experience

Reports to: General Manager, Growth and New Business

No. of Vacancies:  1

Main Job Functions:

Develop the overall Customer Experience plan and customer centric strategy within the Opco in collaboration with Group and the Executive Ensure the successful design, delivery and implementation of Customer High Volume Journeys by providing project management, analytical support and customer experience expertise. Analysis of customer informationâ including, but not limited to Net Promoter Score, micro-segmentation, churn, closed loop feedback, with the aim to improve customer experience. Co-creation with Technology of blueprint for enablers to customer experience framework â including, but not limited to Call centre technologies, real time customer management technologies, network performance, etc. Organizational structure and upskilling analysis to ensure customer experience programs are successfully implemented and executed on an operational level Provide Input into Reporting metrics and market insight research modelling to ensure consolidated and consistent views as it relates to the MTN Customer Experience Support change initiatives (continuous improvement) to continually improve all aspects of CEX strategic projects delivery and any new Strategic projects through design and project management support. Collaborate with digital service channel teams to create a âbest-in-classâ experience for customers, through cooperation with the product development marketing teams. Collect and share insights from BI and data analytics from customer behavior around Home products in order to provide input around improving product usability and customer experience. Management of consultancies and partners to ensure SLA delivery at preferred pricing. Responsible for High volume and critical journey industrialization. Coordinate and drive Digitization and automation of all customers affecting journeys and BOPs with an aim of improving efficiency and promoting self-service. Recruit, develop and retain people with outstanding skills, qualifications, and potential. Define the divisional KPAs and KPIs that will be cascaded down to staff and shared with other functional areas within the Opco. To develop & coach all direct reports


Degree in Business, Technology (IT or Computer Science) or related discipline Masters Qualification would be an advantage.

Other Training:

Digital design skills are an added advantage Project and people management skills Report writing skills (MS Powerpoint, MS Word, MS Excel)


Minimum of 3 yearsâ experience in leading a highly qualified and experienced team in a highly complex environment Minimum of 7+ years in Customer Experience, Strategy and/or Related commercial fields Experience in Service Delivery with Digital design experience within Telco industry required.

Knowledge, Skills and Competencies

Innovation - Creativity to build customized digital systems to deliver on effective and efficient service, understanding the âBig picture.â Analytical - Synthesizes complex or diverse information. Problem Solving â Identifies and resolves problems in a timely manner; Gathers and analyses information skillfully Interpersonal Skills â Focuses on solving conflict; Maintains confidentiality. Communication â Listens and gets clarification; Responds well to questions, demonstrates attention to detail. Self-motivated and willing to "do what it takes" to get the job done. Have a strong âclient service âmindset and the ability to use collaborative & non-adversarial approaches in achieving goals. Strong work ethic and ability to work with minimal supervision independently and as a team.  Alertness to quality, attention to detail, Aptitude for learning, understanding, and applying concepts.


Conceptual Thinker, Problem Solver, Improvement Driver,  Culture and Change Champion, Relationship Manager, Results Achiever, Operationally Astute


MTN Uganda is a subsidiary of MTN Group, a multinational Telco operating in Africa and Middle East, with over 280milllion subscribers, making it the largest in Africa. With more than 19,000 professionals in 22 countries, MTN recruiters are always searching for brilliant candidates with an entrepreneurial spirit looking for a work culture where innovation is the goal, hard work is expected, and creativity is rewarded. 

Do you want to be a part of a mission that delivers a bold new digital world to Uganda and Ugandans? Then, join MTN Uganda which is the market leader in the Telecoms Industry!

Are you passionate about working for a brand that believes and invests in YOU while delivering the best value to those you serve? THIS is the place.

Our Yâello family where people are the most critical assets has an attractive Employee Value Proposition which enables you to work with meaning, connect to develop, thrive in positivity, and grow with purpose, and in all aspects to Live inspired. Our employees enjoy competitive salaries, excellent health benefits, and a network of like-minded co-workers that drive innovation across the telecoms industry.

We are dedicated to choosing the very best candidates and will work to develop your skill and talent to make sure we boost a second-to-none workforce.

It is a great place to work! Take that bold step and apply today!

And as an ever-friendly reminder ,researchers have found that men tend to apply for roles when they meet an average of 40% of the criteria. Women and other under-represented groups tend to apply only when they check every box. If you are interested, but donât think that you meet every single point on the job description,  you are strongly encouraged to Apply!

Note: In compliance to the Data Protection & Privacy Laws of Uganda, MTN Uganda will use your application documents for purposes for which they were intended for.

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