Customer Experience Specialist
About the Role
The Customer Experience Specialist is responsible for analyzing, designing, and improving customer journeys across all customer touchpoints. The role ensures customer-centric processes, tools, and service standards are embedded into daily operations and new product launches, ultimately enhancing customer satisfaction, loyalty, and perception of the brand.
Key Responsibilities
Customer Journey & Experience Management
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Analyze existing customer journeys (“As-Is”) and identify service gaps and pain points.
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Design and implement improved future customer journeys (“To-Be”).
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Ensure consistent customer experience across contact centers, retail outlets, and digital platforms.
Go-To-Market (GTM) Support
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Participate in Go-To-Market initiatives as the customer experience representative.
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Ensure customer needs and experience considerations are embedded in new products and services.
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Support successful launch and adoption of products and services.
Process Improvement & Toolkits
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Design customer service processes, scripts, and toolkits for frontline teams.
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Ensure customer service representatives are well equipped to deliver high-quality service.
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Continuously review and improve customer experience processes.
Stakeholder Management
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Work closely with internal teams including Commercial, M-Pesa, Channels, and Operations.
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Act as the voice of the customer in cross-functional engagements.
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Manage and align stakeholder expectations.
Monitoring, Reporting & Insights
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Track customer experience KPIs and service quality metrics.
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Prepare and submit regular experience improvement and performance reports.
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Recommend corrective actions based on customer feedback and data analysis.
Qualifications & Requirements
Education
Diploma in Business Administration or a related field
Additional professional certifications are an added advantage
Experience
Minimum of 2 years’ experience in:
Customer Experience
Business Analysis
Programme or Project Management
Skills & Competencies
Strong analytical and problem-solving skills
Process improvement and optimization mindset
Excellent communication and stakeholder engagement skills
Ability to work independently and manage multiple priorities
High attention to detail and accountability
Strong time management and reporting skills
Performance Metrics (KPIs)
Completion and implementation of experience reviews
Improved customer satisfaction scores
Reduction in negative customer perception
Quality and consistency of customer journeys
Successful GTM experience integration
How to Apply
Qualified candidates should submit their applications by 26 December 2025 to:
Human Resource Manager
Tanzania Empowerment Forum Limited (TEF Consult)
Email: info@tef.co.tz
P.O. Box 33542, Dar es Salaam, Tanzania
Or
Online Application: