Customer Experience Strategy Lead Job Vacancy in Kadoma, Zimbabwe – Telecommunications

Job Description

Position: Customer Experience Strategy Lead

Company: Econet Wireless

Location: Kadoma, Zimbabwe

Experience: 7+ years in customer experience strategy, preferably within the telecommunications sector, with proven leadership in cross‑functional projects and data‑driven decision making.

Education: Bachelor’s degree in Business Administration, Marketing, Communications or related field; Master’s degree is a plus.

Employment Type: Full-time

Industry: Telecommunications

Department: Strategy & Planning

Salary: SSP 600,000 – 900,000 per month

Vacancies:1

Company Overview

Econet Wireless is a leading telecommunications provider operating across Africa and the Caribbean, delivering mobile voice, data, and digital services to millions of customers. With a strong commitment to innovation, Econet has pioneered mobile money solutions, broadband expansion, and enterprise connectivity in Zimbabwe. The company’s vision is to empower individuals and businesses through reliable, affordable, and cutting‑edge communication technologies. As part of its growth strategy, Econet continues to invest in customer‑centric initiatives, creating a vibrant ecosystem of opportunities for talent seeking dynamic careers in Zimbabwe. This role contributes directly to the company’s mission of delivering exceptional customer experiences, reinforcing Econet’s reputation as a top employer for Zimbabwe Jobs and a catalyst for career advancement in the region.

Job Overview

The Customer Experience Strategy Lead will shape and execute the end‑to‑end customer journey for Econet’s consumer and enterprise segments. Reporting to the Head of Strategy, you will collaborate with product, marketing, analytics, and operations teams to design data‑driven strategies that enhance satisfaction, loyalty, and revenue. This position offers a unique platform to influence the future of telecommunications in Zimbabwe, aligning with national digital transformation goals. For more information about Econet’s culture and values, visit https://zimbabwejobsearch.com/. The role is a key component of our hiring in Zimbabwe, supporting the broader objective of creating sustainable employment in the country.

Key Responsibilities

• Develop and implement a comprehensive customer experience roadmap aligned with corporate objectives.
• Analyze customer data, feedback, and market trends to identify pain points and growth opportunities.
• Lead cross‑functional workshops to co‑create solutions that improve service quality and digital interactions.
• Define KPIs, dashboards, and reporting mechanisms to monitor experience metrics such as NPS, CSAT, and churn.
• Partner with product managers to embed experience insights into new service designs and feature releases.
• Champion a culture of customer obsession across all levels of the organization.
• Prepare executive presentations and business cases to secure investment for experience initiatives.

Required Skills

• Strategic thinking with a strong analytical mindset.
• Proficiency in data visualization tools (e.g., Tableau, Power BI) and statistical analysis.
• Excellent communication and stakeholder management abilities.
• Experience in journey mapping, service design, and UX principles.
• Ability to translate complex data into actionable business recommendations.
• Leadership skills to drive change across multidisciplinary teams.

Education

A bachelor’s degree in Business Administration, Marketing, Communications, or a related discipline is required. A master’s degree in Business Analytics, Strategy, or an MBA is highly desirable and will be considered an advantage during the selection process.

Experience

Applicants must have a minimum of seven years of relevant experience, with at least three years in a senior role focused on customer experience strategy within the telecommunications or related technology sector. Proven track record of delivering measurable improvements in customer satisfaction and loyalty is essential.

Salary

The successful candidate will receive a competitive monthly salary ranging from SSP 600,000 to SSP 900,000, commensurate with experience and qualifications. Performance‑based incentives and annual bonuses are also part of the total remuneration 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 discount on mobile devices and data plans.
• Flexible working arrangements and remote work options.

Training

• Access to Econet’s internal learning platform with courses on analytics, leadership, and digital transformation.
• Sponsored certifications in Customer Experience Management, Data Science, and Project Management.
• Mentorship program pairing you with senior executives.

Working Environment

Econet offers a collaborative, fast‑paced environment where innovation is encouraged. Our Kadoma office features modern workspaces, high‑speed connectivity, and a culture that values diversity, inclusion, and continuous improvement. Employees are empowered to share ideas, experiment with new technologies, and contribute to the company’s growth story.

Application Process

Interested candidates should submit an online application through the Econet Careers portal, attaching an up‑to‑date CV and a cover letter outlining relevant experience. Shortlisted applicants will be invited to a virtual interview followed by an on‑site assessment at our Kadoma headquarters. The recruitment timeline typically spans four to six weeks from application receipt.

Equal Opportunity Statement

Econet Wireless is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive workplace where all employees are valued for their unique contributions. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, disability, or veteran status.