We are building a diverse and inclusive team and  this opportunity is open to any qualified internal and external applicants. Women, candidates from Africa and those with experience working on the continent are particularly encouraged to apply for this role. 

About Fenix

Fenix International is a next-generation energy and technology company. Our mission is to improve the quality of life of our customers through inclusive energy and financial services. Our flagship product, Fenix Power, is an expandable, pay-go solar home system financed through affordable installments from just $0.14 per day. We use real-time transaction data to create a next-generation credit score to finance power upgrades and other life-changing loans, unlocking modern financial services for our customers. To date, Fenix has sold over 600,000 Solar Home Systems in Uganda, Zambia, Cote d'Ivoire, Benin, Nigeria and Mozambique, bringing clean, reliable power for lights, phones, radios, TV and much more to over 3 million people.

In early 2018, Fenix joined forces with ENGIE, one of the world's largest energy companies and a leader in the move to renewable, decentralised and digital energy. This has allowed Fenix to make significant commercial investments to accelerate the path to our mission, via new markets and innovative products. Together, Fenix and ENGIE are making universal access to modern energy a reality.

Job Overview

This position will be part of the  Global Customer Experience team that is based in Kampala, Uganda, led by a Business Strategy Manager and working closely with multiple department heads/directors across our markets.

This is an incredible opportunity for a talented individual to join a high-performing team that is passionate about serving off-grid customers at the base of the pyramid. Key responsibilities will include helping to identify opportunities to improve customer service interventions, processes and procedures by using customer interaction data, working in the last mile and across our teams. You will make a meaningful impact by enabling Fenix to continuously innovate on how we provide exceptional support to our customers.

The selected individual will play a key role within our nimble Global Customer Experience team; a fast-paced environment at the forefront of providing a world-class customer service experience in the sectors of renewable energy and mobile payment technology.

Responsibilities, Deliverables and Activities

Key Responsibilities 

1. Support the design, development, execution and evaluation of  innovative strategies to improve overall customer service efficiency, function and quality
2. Conduct or supervise field and desk research on various topics, ranging from ticketing, service delivery to analyzing customer communications in order to inform decision making
3. Identify and communicate areas and processes for continual improvement within CX
4. Recommend and initiate, execute and implement innovations or projects to make these improvements a reality
5. Summarize project insights in order to support CX leadership to make key strategic decisions. Communicate implications and suggest recommendations

Potential Activities and Projects

• Pilot recording GPS coordinates to track the location of our customers and products: helping create targeted engagement and service instances
• Develop and implement product training evaluations for our Customer Service teams across our markets to ensure team knowledge and efficiency in serving our customers
• Document and propose an improved Last-Mile service expansion strategy, outlining innovations across our markets and identifying new standards and success indicators

Required Skills & Experience

• Bachelor’s degree
• Excitement about Fenix’s mission and a deep desire to make an impact on off-grid and financially underserved customers in sub-Saharan Africa
• High level of competency with analysis and interpretation of qualitative and quantitative data
• Excellent understanding of customer experience, accounting and finance concepts and tools.
• Advanced skills with Excel, Word and Powerpoint
• Organised and able to follow through and prioritize tasks
• Ability to synthesize complex information from different sources and to distinguish important information from details
• Strong ability to work with large amounts of data to develop strategies and make rigorous decisions
• Experience as a collaborative, hands on team player and eagerness to learn new tools and / or roll-up sleeves to get the job done.
• Willingness to spend time in rural areas, getting to know the Fenix customer
• Outstanding written and verbal communication skills (English).
• Commitment to live and work with Fenix in East Africa for at least 2 years

Desired Skills & Experience

• +2 years professional experience in data analysis, business strategy or related fields
• Tertiary qualification : Degree in Business Administration, Economics, or relevant field.
• 1 or 2 years experience or education in statistics, financial analysis, etc, particularly in microfinance or behavioral economics
• Experience with data analytics and visualization tools (e.g. Tableau, SQL, STATA, D3, ggplot)
• Education and/or work experience in East Africa
• Experience working in the field of renewable energy or financial services
• Experience working with last mile customers
• Leadership and project management experience: we are looking for entrepreneurial candidates who have started or contributed significantly to a particular project, team, or new company and we especially value candidates who have seen projects through from start to finish, from design to scale up phase
• Proficiency in other languages is highly desired. Languages of particular interest include French and Portuguese.