MTN Uganda is a subsidiary of MTN Group, a multinational Telco operating in Africa and Middle East, with over 280milllion subscribers, making it the largest in Africa.

Job Summary: Responsible for driving Customer satisfaction based on measuring and analyzing NPS and other VOC matrices from the VOC automated platform. Correlate divisional metrics/KPIs with CEX VoC Measurements to develop insights on issues/opportunities.

Key Duties and Responsibilities:

Financial Perspective
Support the Shareholder return strategy by developing and implementing CEX Processes that are aligned to achieving all elements on the business score card. (I.e. Net Promoter Score ( ), Grow Market Share, Grow ICT & Data Revenue, Increase EBITDA margins, Assure Revenue, CAPEX Returns Management and Net Subscriber Additions).
Serve the Division’s internal customers and provide solutions to improve customer experience.
Support the identification and resolution of customer issues; achieving milestones; committing and managing appropriate resources; maintaining forward momentum and achieving desired outcomes
Liaise with Senior Management in MTN Uganda CEX to ensure effective integration and cross-functional collaboration across all functions responsible for driving the Customer Experience agenda
Review and measure key customer satisfaction indices from successful execution of CEX projects
Liaise with other teams to carry out performance assessments, solve problems and identify opportunities for improvement in High Volume Customer journeys
Track process, product, structure & design optimization resulting from Transactional surveys.
Manage Enterprise Dashboard of Customer experience performance indicators.
Develop strategy for Self Service and Digital channels, myMTNApp and WEB, Revenue, Monitor and drive Monthly Average Users (MAU) for Apps, User engagement and other KPIs.
Responsible for UI/UX designs and user journey on myMTNApp, Bots and other Digital Journeys
Responsible for managing cultural change across the company through customer centricity cultural transformation.
Facilitate Testing & approval of new products & services ensuring alignment with prescribed standards.
Participate in diagnosing the drivers to Top complaints along Customer journey and ensuring resolution.
Analyze Customer insights drawn from across research techniques and organizational boundaries to identify key Customer pain points & opportunities.
Analyze and report on CEX Strategy’s implementation
Further develop the concept of Digital NPS and implementation to measure sentiments across the digital and social landscape.
Implementation of CEM tools and KPIs (DEI, CEI, NEI) measurement with correlation to NPS and Network performance
Network and build solid relationships with internal units and relevant third parties (e.g. technical and finance partners, business consultants etc.) and develop a close working relationship with relevant information sources to provide an integrated service.
Continuously seek self-professional development to sharpen skills and capabilities in a versatile and evolving digital landscape.
Coach and train the team to ensure understanding of the objectives and goals of the department, awareness of set targets/requirements and regularly review their training needs.
Review performance of individual team members and complete appraisals in accordance with the employee performance appraisal procedures and time schedules.
Customer Perspective
Internal Perspective
Stakeholder Perspectives
People (Learning & Growth)

Qualifications, Skills and Experience:

First degree in Business Admin, IT, Telecom Eng, Marketing or any other related discipline
Certification in Project Management will be an added advantage
Work Experience
Minimum 5 years’ experience which includes:
Minimum of 3 years’ experience in a related area of specialization; with experience in supervising/managing others
Experience working in a medium to large organization
Experience in Customer data analytics, Customer insights management & Statistical analysis will be an advantage
Customer Service or Experience Orientation
Skills / physical competencies:
Customer Journey mapping
Customer Focus
Business Performance Measurement & Management
Business Acumen
Resource Management
Project Planning & Management
Experience in UI/UX design principles,
Experience in sentiment analysis across various customer engagement channels
Experience in driving cultural transformation toward customer-centricity within large organizations
Proven track record in facilitating testing and approval of new products/services to ensure market readiness.
Strong interpersonal and influencing skills for managing executive stakeholders, and cross-functional teams.

How to Apply:

All candidates who wish to join MTN Uganda in this capacity should apply online at the link below.

Click Here

Deadline: 11th February 2026

For more of the latest jobs, please visit https://www.theugandanjobline.com or find us on our facebook page https://www.facebook.com/UgandanJobline

Level of Education: bachelor degree

Work Hours: 8

Experience in Months: 24

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