Customer Experience Analyst Job Vacancy in Maputo, Mozambique – Telecommunications

Job Description

Position: Customer Experience Analyst

Company: Vodacom Mozambique

Location: Maputo, Mozambique

Experience: 3-5 years

Education: Bachelor’s degree in Business Administration, Marketing, or related field

Employment Type: Full-time

Industry: Telecommunications

Department: Customer Experience

Salary: 250,000 – 350,000 SSP per month

Vacancies:1

Company Overview

Vodacom Mozambique is a leading telecommunications provider delivering mobile, broadband, and digital services to millions of customers across the country. As part of the Vodacom Group, one of Africa’s most respected telecom operators, the Mozambican subsidiary combines global expertise with deep local insight. The company is committed to driving digital inclusion, fostering innovation, and supporting economic growth through reliable connectivity. With a strong focus on customer centricity, Vodacom Mozambique continuously invests in network expansion, cutting‑edge technology, and talent development. This commitment makes it a top employer for professionals seeking dynamic career opportunities in Mozambique. The organization’s culture promotes collaboration, continuous learning, and a passion for delivering exceptional service, aligning perfectly with the growing demand for skilled professionals in the telecommunications sector.

Job Overview

The Customer Experience Analyst will play a pivotal role in shaping how Vodacom Mozambique understands, measures, and improves the experiences of its customers. Reporting to the Head of Customer Experience, the analyst will gather and interpret data from multiple touchpoints, develop actionable insights, and collaborate with cross‑functional teams to implement strategies that enhance satisfaction, loyalty, and overall brand perception. This position offers a unique opportunity to influence the company’s customer‑centric roadmap while working in a fast‑paced, technology‑driven environment. As part of the role, you will contribute to Vodacom’s mission of delivering seamless, reliable, and innovative communication solutions across Mozambique. This is an exciting chance to be at the forefront of digital transformation, supporting the company’s vision of becoming the most trusted telecom brand in the region.

Key Responsibilities

• Collect, clean, and analyze customer interaction data from call centers, digital platforms, and in‑store feedback.
• Develop and maintain dashboards that track key performance indicators (KPIs) such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and churn rates.
• Identify trends, pain points, and opportunities for improvement, presenting findings to senior leadership with clear recommendations.
• Collaborate with Marketing, Product, and Operations teams to design and test initiatives aimed at enhancing the customer journey.
• Conduct root‑cause analysis on recurring issues and propose process enhancements to reduce friction.
• Support the creation of customer personas and journey maps that inform product development and service delivery.
• Monitor competitor activities and industry best practices to keep Vodacom Mozambique ahead of market trends.
• Prepare regular reports and presentations for internal stakeholders, ensuring data‑driven decision making.

Required Skills

• Strong analytical abilities with proficiency in Excel, SQL, and data visualization tools such as Power BI or Tableau.
• Excellent communication skills, both written and verbal, to convey complex insights in an understandable manner.
• Experience with customer experience metrics (NPS, CSAT, CES) and methodologies.
• Ability to work collaboratively across departments and influence without direct authority.
• Detail‑oriented mindset with a passion for problem solving and continuous improvement.
• Knowledge of the telecommunications industry in Mozambique is a plus.

Education

A bachelor’s degree in Business Administration, Marketing, Statistics, Economics, or a related discipline is required. Advanced certifications in data analytics or customer experience management (e.g., CXPA, Google Data Analytics) are advantageous.

Experience

Applicants should have 3‑5 years of experience in customer analytics, market research, or a similar role within a fast‑moving consumer‑focused environment. Experience in the telecom sector or working with large datasets is highly desirable.

Salary

The successful candidate will receive a competitive monthly salary ranging from 250,000 to 350,000 SSP, commensurate with experience and qualifications. Performance‑based bonuses and incentives are also part of the compensation package.

Benefits

• Comprehensive health insurance covering medical, dental, and vision.
• Retirement savings plan with company matching contributions.
• Generous paid time off and public holiday schedule.
• Employee assistance program and wellness initiatives.
• Access to continuous learning platforms and professional development funds.

Training

• Onboarding program that includes product knowledge, company culture, and analytical tools training.
• Ongoing workshops on advanced analytics, data storytelling, and customer experience design.
• Mentorship opportunities with senior leaders in the Customer Experience department.

Working Environment

Vodacom Mozambique offers a modern, collaborative workspace located in the heart of Maputo’s business district. The office is equipped with state‑of‑the‑art technology, flexible workstations, and meeting rooms designed for creativity and teamwork. Employees enjoy a supportive atmosphere that encourages innovation, diversity, and work‑life balance.

Application Process

Interested candidates should submit their updated CV and a cover letter outlining their relevant experience through our online portal. Applications will be reviewed on a rolling basis, and shortlisted candidates will be invited for a virtual interview followed by an on‑site assessment. For more information about Vodacom Mozambique and our career opportunities, please visit https://mozambiquejobsearch.com/.

Equal Opportunity Statement

Vodacom Mozambique is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, regardless of gender, race, religion, age, disability, or sexual orientation. All qualified applicants will receive consideration for employment without discrimination.