Customer Experience Strategy Lead Job Vacancy in Dodoma, Tanzania – Telecommunications

Customer
Pemba
October 3, 2026
Full Time
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Job Description

Position: Customer Experience Strategy Lead

Company: MTN Tanzania

Location: Dododa, Tanzania

Experience: 5-7 years in customer experience, strategy development, or related fields

Education: Bachelor’s degree in Business Administration, Marketing, or related discipline; Master’s preferred

Employment Type: Full-time

Industry: Telecommunications

Department: Customer Experience & Strategy

Salary: SSP 3,500,000 – 4,500,000 per annum

Vacancies:1

Company Overview

MTN Tanzania is a leading mobile network operator delivering innovative communication solutions across the nation. With a strong commitment to digital inclusion, MTN Tanzania connects millions of customers, supports economic growth, and drives social development. As part of the global MTN Group, the company leverages international expertise while tailoring services to local needs, making it a top employer for ambitious professionals seeking impactful careers in Tanzania.

Founded in 1994, MTN Tanzania offers voice, data, mobile money, and enterprise solutions. The culture emphasizes customer centricity, innovation, and sustainability, aligning with national development goals. Employees gain exposure to cutting‑edge technology, collaborative teams, and opportunities to shape the future of telecommunications in Tanzania.

Job Overview

The Customer Experience Strategy Lead will design and execute comprehensive initiatives that enhance satisfaction, loyalty, and revenue growth. Reporting to the Head of Customer Experience, the role collaborates with Marketing, Product, Analytics, and Operations to translate insights into actionable strategies. This position is critical for driving MTN Tanzania’s vision of delivering seamless, personalized experiences to every subscriber.

For more information about MTN Tanzania’s career opportunities, visit https://tanzaniajobsearch.com/.

Key Responsibilities

  • Develop and implement a holistic customer experience roadmap aligned with corporate objectives.
  • Analyze customer journeys, pain points, and touchpoints using advanced analytics and voice‑of‑customer data.
  • Lead cross‑functional workshops to co‑create solutions that improve NPS and CSAT metrics.
  • Define KPIs and dashboards to monitor the impact of experience initiatives.
  • Collaborate with product managers to embed customer insights into new service designs.
  • Oversee omnichannel experience programs across retail, digital, and call‑center platforms.
  • Manage a team of analysts and experience designers, fostering continuous improvement.
  • Prepare executive reports that communicate strategy progress and ROI.
  • Stay abreast of industry trends, emerging technologies, and regulatory changes.
  • Champion a customer‑first mindset throughout the organization.

Required Skills

  • Strategic thinking with ability to translate data into actionable plans.
  • Expertise in journey mapping, service design, and experience measurement.
  • Advanced analytical skills; proficiency with Tableau, Power BI, or similar.
  • Excellent communication and stakeholder management abilities.
  • Leadership experience managing multidisciplinary teams.
  • Knowledge of telecommunications products and services is desirable.
  • Project management certification (PMP, PRINCE2) preferred.
  • Fluency in English and Swahili.

Education

A Bachelor’s degree in Business Administration, Marketing, Economics, or a related field is required. A Master’s degree or MBA is preferred, especially with a focus on customer experience, digital transformation, or strategic management.

Experience

Minimum of 5 years of relevant experience in customer experience strategy, marketing, or consulting within telecommunications or a related sector. Demonstrated success in leading large‑scale initiatives that drive measurable improvements in customer satisfaction and business performance.

Salary

The successful candidate will receive a competitive annual salary ranging from SSP 3,500,000 to SSP 4,500,000, commensurate with experience and qualifications. Additional performance‑based incentives and benefits are part of the total compensation package.

Benefits

  • Health insurance covering employee and dependents.
  • Retirement savings plan with company matching.
  • Annual performance bonus.
  • Professional development allowance.
  • Flexible working arrangements and remote work options.

Training

  • Onboarding program covering MTN Tanzania’s culture, systems, and compliance.
  • Leadership development workshops and mentorship.
  • Access to industry certifications and e‑learning platforms.

Working Environment

MTN Tanzania offers a dynamic, inclusive workplace located in the heart of Dodoma’s business district. Employees benefit from modern office facilities, collaborative spaces, and a supportive culture that encourages innovation and work‑life balance. The company promotes diversity, equity, and inclusion, ensuring every voice is heard.

Application Process

Interested candidates should submit their updated CV and a cover letter outlining their relevant experience through the online portal on the MTN Tanzania careers page. Applications will be reviewed on a rolling basis, and shortlisted candidates will be invited for virtual interviews followed by an on‑site assessment.

Equal Opportunity Statement

MTN Tanzania is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, regardless of gender, race, religion, disability, or sexual orientation. All qualified applicants will receive consideration for employment.

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