Customer Experience Analyst Job Vacancy in Manzini, Eswatini – Telecommunications

Job Description

Position: Customer Experience Analyst

Company: Vodacom Eswatini

Location: Manzini, Eswatini

Experience: 2-4 years

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

Employment Type: Full-time

Industry: Telecommunications

Department: Customer Service

Vacancies:1

Company Overview

Vodacom Eswatini is a leading mobile network operator delivering innovative communication solutions across the Kingdom. With a strong commitment to digital inclusion, the company connects millions of customers to reliable voice, data, and value‑added services. As part of the global Vodacom Group, Vodacom Eswatini leverages world‑class technology, robust infrastructure, and a customer‑centric culture to drive growth and social impact. The organization prides itself on fostering a dynamic workplace where talent thrives, diversity is celebrated, and continuous learning is encouraged. By investing in community programs, digital literacy initiatives, and sustainable business practices, Vodacom Eswatini plays a pivotal role in the economic development of Eswatini. This reputation makes it an attractive destination for professionals seeking rewarding career opportunities in the telecommunications sector.

Job Overview

The Customer Experience Analyst will be responsible for gathering, analyzing, and interpreting customer feedback to enhance service quality and drive satisfaction across Vodacom Eswatini’s portfolio. Working closely with the Customer Service, Marketing, and Product Development teams, the analyst will translate data insights into actionable recommendations that improve the overall customer journey. This role is essential for maintaining Vodacom Eswatini’s competitive edge and supporting its mission to deliver exceptional experiences to every subscriber. Candidates will have the opportunity to work with cutting‑edge analytics tools, collaborate with cross‑functional stakeholders, and contribute to strategic initiatives that shape the future of telecommunications in Eswatini. For more information about the company and its vision, visit the main website https://eswatinijobsearch.com.

Key Responsibilities

• Collect and consolidate customer feedback from multiple channels, including surveys, social media, call center logs, and in‑app interactions.
• Perform quantitative and qualitative analysis to identify trends, pain points, and opportunities for service improvement.
• Develop dashboards and visual reports that communicate key metrics such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and churn risk.
• Collaborate with the Customer Service team to design and implement targeted interventions that address identified issues.
• Provide actionable insights to Marketing and Product teams to influence campaign design, feature enhancements, and new product launches.
• Monitor the impact of implemented changes and measure ROI through continuous performance tracking.
• Prepare regular executive briefings and presentations that summarize findings and recommend strategic actions.
• Stay updated on industry best practices, emerging analytics technologies, and regulatory requirements affecting customer data.

Required Skills

• Proficiency in data analysis tools such as Excel, Power BI, Tableau, or similar visualization platforms.
• Strong statistical knowledge and experience with analytical techniques like regression, segmentation, and sentiment analysis.
• Excellent communication skills, both written and verbal, with the ability to translate complex data into clear business recommendations.
• Detail‑oriented mindset with strong problem‑solving abilities and a proactive approach to identifying issues.
• Ability to work collaboratively in cross‑functional teams and manage multiple priorities in a fast‑paced environment.
• Familiarity with telecommunications products, services, and customer lifecycle management is a plus.

Education

A Bachelor’s degree in Business Administration, Marketing, Statistics, Economics, or a related discipline is required. Candidates with certifications in data analytics, such as Google Data Analytics Professional Certificate or Microsoft Certified: Data Analyst Associate, will be given preference.

Experience

Applicants should have 2‑4 years of professional experience in customer analytics, market research, or a similar analytical role. Experience within the telecommunications industry or a fast‑moving consumer service environment is highly desirable.

Benefits

• Competitive salary package aligned with market standards.
• Performance‑based bonuses and incentive schemes.
• Comprehensive health insurance covering medical, dental, and vision.
• Retirement savings plan with employer contributions.
• Paid annual leave, sick leave, and public holidays.
• Employee assistance program and wellness initiatives.
• Opportunities for career progression and internal mobility across the Vodacom Group.

Training

• Onboarding program that includes company culture, systems, and compliance training.
• Continuous professional development workshops on advanced analytics, data visualization, and customer experience management.
• Access to online learning platforms and industry conferences.
• Mentorship program pairing new hires with senior analysts.

Working Environment

Vodacom Eswatini offers a modern office environment located in the heart of Manzini, equipped with collaborative workspaces, high‑speed internet, and ergonomic furnishings. The company promotes a flexible work culture, encouraging a healthy work‑life balance through remote‑working options where appropriate. Employees benefit from a supportive leadership team that values innovation, transparency, and employee well‑being.

Application Process

Interested candidates should submit their updated CV and a cover letter outlining their relevant experience through the online portal on the company’s career page. Applications will be reviewed on a rolling basis, and shortlisted candidates will be invited for an initial virtual interview followed by an on‑site assessment. For additional career resources and to explore other opportunities across the region, visit https://www.kenyajobsearch.com/.

Equal Opportunity Statement

Vodacom Eswatini 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, sexual orientation, or any other protected characteristic. All qualified applicants will receive consideration for employment without discrimination.