Customer Experience Lead

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DEPARTMENT :  Airtel Money

VACANCY :  Customer Experience Lead

LEVEL :  Assistant Manager

LOCATION :  Lusaka, HQ


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.


  • 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


  • 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


  • 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


  • 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


Suitable candidates are required to send their application & Curriculum vitae to [email protected] Closing date for applications is  21 st  April, 2021.

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.

To apply for this job email your details to [email protected]

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