Lead Customer Experience Jobs – Airtel Uganda

Job Title: Lead Customer Experience

Organisation: Airtel Uganda

Duty Station: Kampala, Uganda

About Organisation:

Airtel Uganda is a subsidiary of Bharti Airtel Limited, a leading global telecommunications company. Airtel Uganda provides mobile voice and data services to millions of customers across Uganda, offering a wide range of telecommunications solutions.

Job Summary: The position is responsible for Customer user experience on all channels, product journeys, and resolution of customer pain points.

Key Duties and Responsibilities:

• Manage the Customer Life cycle to ensure first class experience on all Airtel Money products.
• Develop customer retention programs.
• Continuously monitor and test customer journeys on various channels and participate in any related changes during UAT and postproduction sanity tests.
• Constantly review the efficiency of self-care services – IVR, website and APP.
• Benchmark and work with knowledge experts to introduce global best practices.
• Manage customer experience and service level agreements’ delivery across customer service teams.
• Monitor service operations and ensure achievement of targeted customer satisfaction ratings and churn targets.
• Ensure efficient and effective delivery of mobile commerce customer service operations.
• Prepare timely daily, weekly and monthly reports for different stakeholders ensuring timely submission.

Qualifications, Skills and Experience:

• A minimum of 3 years of experience in commercial or Business Development, and relationship management.
• Bachelor’s degree in Business/ Social studies/ commerce or related field.
• Post Graduate qualification in Business, commercial/banking field will be an added advantage.
• Skills critical to the role.
• Strong understanding of all aspects of customer life cycles and relationship management.
• Good communication and people skills.
• Understanding of the market.
• Strong analytical and data interpretation skills.
• Leadership skills.
• Excellent verbal and written communication, organizational and interpersonal skills.
• Ability to work effectively under time constraints and deliver results by critical deadlines.
• High levels of integrity.
• Analytical and problem solving skills.

How to Apply:

All suitably qualified and Interested applicants should apply online at the link below.

This vacancy has closed — applications are no longer acceptedApplications closedSee open jobs at Airtel Uganda →

Deadline: 24^th July 2026

NB: Only shortlisted candidates will be contacted.

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: 36