Customer Experience Lead

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Department: Airtel Money

Level: Assistant Manager

Location: Lusaka, HQ

Job Purpose

Driving customer experience for Airtel Money products by ensuring regulatory compliance, delivering seamless user experience and having competitive advantage. This role is also responsible for working closely with key cross-functional teams (Customer Service, Information Technology and Sales & Distribution) in ensuring customer issues are addressed in timely fashion and fully resolved to maintain a superior customer experience.

Reporting to the airtel money director, the main duties are:

  • AM Products Penetration
  • Design & Processes
  • Customer Experience
  • Proactively resolve customer queries through reconciliation of key services.
  • Level 2 escalation
  • Queries resolution SLA monitory and Quality assurance.
  • Project UAT management
  • Platform Operational Configurational change control.
  • AM Operational KPIs monitory and user training

Educational Qualifications & Functional / Technical Skills:

  • Bachelors in IT, Finance, Business Administration or Equivalent
  • Master’s in Business Administration would be additional advantage
  • Professional qualification: PRINCE 2 or PMP Certification
  • SQL certification will be added advantage

Relevant Experience:

  • 3-5 years of experience in leading a highly qualified and experienced team in a highly complex environment and experience in the telecom space, especially in Mobile Money and digital domain
  • Able to handle, prioritize, multiple projects simultaneously
  • IT literacy & Excellent with MS Office products
  • Abel to operate in a performance driven environment/organisation

Other Requirements (Behavioural):

  • Good background and experience on technology and digital product.
  • Very high collaboration with CEX, Marketing, Product and IT teams.
  • Strong Commercial Acumen & Strong Customer orientation
  • Excellent Communication skills

Method of Application

Suitable candidates are required to send their application & Curriculum vitae to this email:

Airtel Mobile Commerce is an Equal Opportunity Employer and is non-discriminatory on the basis of race, gender, sexual orientation, disability, ethnic grouping nor HIV/AIDS status.

Please note that due to the high volume of applications received, only shortlisted candidates will be contacted.

Application deadline
23 Apr 10:46
Email applications to
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