Job Title: Customer Experience Analyst-1
Department: Commercial & Operations Service-Customer Experience.
Reports To: Head Customer Experience
Supervises: 3
Duty Station: Kampala, Lugogo
Job Type: Full-Time

JOB PURPOSE
To drive customer experience and business performance through advanced data analytics, transforming service and operational data into actionable insights that inform strategic decision-making. The role identifies performance gaps, monitors trends, and delivers high-impact, insight-led reporting and recommendations to improve efficiency, compliance, and customer satisfaction, while leveraging customer feedback and surveys to continuously enhance service delivery.
IMPACT:
Drives improved customer experience and operational performance by delivering timely, insight-led analysis that informs decision-making, identifies service gaps, and strengthens performance management. Enhances efficiency, regulatory compliance, and continuous improvement by embedding data-driven practices and ensuring the voice of the customer informs business actions
KEY RESPONSIBILITIES:
•
Lead data-driven customer experience analysis by monitoring key service metrics (FCR, TAT, CSAT, resolution time) and identifying performance gaps
•
Transform customer and operational data into actionable insights and strategic recommendations to improve service delivery and business performance
•
Develop and deliver insight-led reports and dashboards for management and regulatory stakeholders to support decision-making
•
Analyze customer complaints, outages, and feedback to identify root causes and drive continuous improvement initiatives
•
Oversee customer feedback and survey programs, ensuring the voice of the customer informs business actions
•
Ensure compliance with regulatory requirements and customer communication standards
•
Collaborate with cross-functional teams to enhance data quality, reporting systems, and service workflows
Education
•
Bachelor’s degree in business, statistics, data science, or a related field
•
MBA is an added advantage.
EXPERIENCE, SKILLS & COMPETENCIES.
•
Minimum of 5 years’ experience in customer experience analytics, business analysis, or performance management (experience in a utility or service environment is an added advantage)
•
Strong proficiency in data analysis and reporting tools such as Power BI, Excel, and SQL
•
Proven ability to analyze data, identify trends, and translate insights into actionable business recommendations
•
Solid understanding of customer experience metrics (FCR, TAT, CSAT, complaint resolution)
•
Experience in regulatory reporting and compliance is an added advantage
•
Excellent analytical, problem-solving, and attention to detail skills
•
Strong communication and stakeholder engagement skills, with the ability to present insights clearly
•
Ability to collaborate across teams to drive process and service improvements
•
Experience in customer feedback and survey analysis
•
Proactive, results-driven, and highly accountable with a strong focus on continuous improvement
Shift Team Leader -Contact Centre (5 positions)
Job Title: Shift Team Leader (5positions)
Department: Commercial & Operations Service-Customer Experience.
Reports To: Contact Centre Supervisors
Duty Station: Kampala, Lugogo
Job Type: Full-Time
JOB PURPOSE
To oversee real-time Contact Centre operations at shift level, ensuring agent productivity, quality customer engagement, accurate complaint logging, and effective escalation and resolution—while maintaining operational efficiency and seamless shift coordination.
IMPACT:
Ensures efficient shift operations by maintaining high agent productivity, quality customer engagement, and accurate complaint management. Enhances service continuity and operational efficiency through effective supervision, seamless shift coordination, and timely escalation and resolution of customer issues.
KEY RESPONSIBILITIES:
•
Supervise real-time Contact Centre operations to ensure agents are active, productive, and delivering quality customer interactions
•
Monitor and coach agents to improve performance, adherence, and service standards
•
Ensure accurate logging and tracking of customer complaints in all systems
•
Escalate customer issues to relevant teams (e.g., Work Management Centre) and follow through to timely resolution
•
Coordinate smooth shift handovers to maintain service continuity
•
Monitor queues and workloads to ensure efficient call handling and minimal wait times
•
Provide shift updates and highlight operational issues for action
•
Ensure compliance with company policies, procedures, and safety standards
EXPERIENCE, SKILLS & COMPETENCIES.
•
Bachelor’s degree in a business-related field
•
Minimum of 3 years’ experience in a contact centre environment, with exposure to real-time operations and team supervision
•
Strong understanding of call handling, complaint management, and escalation processes
•
Proven ability to monitor performance and drive agent productivity in a live environment
•
Excellent communication and interpersonal skills, with the ability to influence and guide teams
•
High attention to detail, particularly in maintaining accurate customer records
•
Ability to multitask and perform effectively in a fast-paced, shift-based environment
•
Customer-focused, with strong problem-solving skills and ability to manage escalations
•
Proactive, results-driven, and highly accountable, with strong coordination skills across teams