Customer Experience Director

Africell, the pan-African mobile telecommunications company, is recruiting a Customer Experience Director, to be based in Luanda, Angola. Role

responsibilities:
The Customer Experience Director is responsible for a range of responsibilities such as developing and implementing strategies to enhance the overall customer experience, drive customer satisfaction, and improve customer retention. This role will lead a team that manages customer operations as well as collaborating with various departments to achieve these objectives and ensure that customers have a positive and seamless experience. This role involves a wide range of responsibilities leading to providing high quality service and support. Role Outputs
• Lead and manage a team of customer care professionals, including back-office agents, supervisors, coordinators, and managers.
• Drive the team to continuously streamline customer operations and back-office processes to improve efficiency, reduce costs, and enhance service quality.
• Define organization chart, hire required resources, and oversee training & onboarding schedules
• Define dimensioning and resource allocation requirements for third-party call centers
• Ensure that customers have a positive experience when interacting with Africell, whether it's through phone calls, emails, or in-person interactions at retail stores.
• Analyze customer’s journey to identify pain points and areas for improvement. Implement initiatives to streamline and enhance the customer journey with a focus on First Contact Resolution.
• Gather and analyze customer feedback (Voice of Customer) through surveys, feedback channels, and data analytics to identify areas for improvement and areas of strength.
• Oversee the call centers & back-office teams to ensure prompt and efficient resolution of customer inquiries, complaints, and issues.
• Develop, implement, and track processes to handle escalated customer concerns including SLAs for response times, issue resolution, and other key performance indicators related to customer support.
• Collaborate with various departments such as sales, marketing, branding & communications, product, technical to ensure a consistent and exceptional customer experience across all touchpoints.
• Implement quality assurance procedures and standards to ensure that customer interactions meet established benchmarks
• Track key performance indicators (KPIs) related to customer experience, regularly reporting on progress to senior management.
• Oversee and manage relationships with third-party inbound and outbound call center partners to ensure they meet service level agreements and quality standards.
• Provide regular reports to senior management on customer care performance, trends, and areas of improvement.
• Analyze customer complaints to identify recurring issues and their root causes and work with other departments to implement permanent solutions to prevent these issues from reoccurring.
• Work closely with senior management to define customer care strategies aligned with company’s goals and ensure these objectives support growth and profitability.
• Assess technology, tools, systems etc. to streamline and improve overall efficiency.
• Implement recognition programs and incentives for high-performing customer care staff to motivate and retain talent.
• Ensure that the customer care operations adhere to all relevant regulations and industry standards by working closely with Regulatory and Legal Teams.
• Utilize data-driven insights to make informed decisions and improvements. Qualifications
• Bachelor’s Degree in Business Administration, Communications, Marketing, or
• a related field.
• A Master’s degree or professional certification (e.g., CCXP
- Certified
• Customer Experience Professional) is highly preferred You will work with the Africell’s teams to achieve the contribution to Africell’s mission of bringing affordable, fast, and secure mobile connectivity to millions of customers across Africa. The ideal applicant will also have:
• A minimum of 10 years of progressive experience in Customer Service, Customer Operations, or Customer Experience management, with at least 5 years in a senior leadership/Director role, preferably within the Telecommunications or high volume Consumer Services/FinTech industries.
• Proven track record of successfully managing large, multi-channel customer operations, including both in-house teams and external third-party BPO (Business Process Outsourcing) partners
• Strategic Leadership: Ability to define and articulate a clear, data-driven CX vision that aligns with overall corporate growth and profitability goals.
• Data Analytics & Insight: Exceptional analytical skills, with the ability to translate complex operational data, customer feedback, and root cause analysis into clear, actionable business strategies.
• Stakeholder Collaboration: Excellent interpersonal and communication skills, with the ability to influence and collaborate effectively with cross-functional executive teams (Technical, Product, Marketing, Sales).
• Process Optimization: Strong aptitude for process engineering and continuous improvement, focused on driving efficiency, reducing costs, and streamlining back-office support functions.
• Change Management: Proven ability to lead organizational and cultural change initiatives required to pivot from a cost-center to a customer-centric service organization. Why join Africell? Working at Africell gives you the opportunity to be part of something big and meaningful. We are more than a telecommunications company. We are a team committed to transforming African lives, communities, economies, and societies through the marvel of mobile connectivity. Africell has been in Africa for more than twenty-five years. We focus deeply on our core markets and invest in them for the long term. We have a unique profile within Africa’s technology sector. We are creative, innovative, and nimble, and we thrive on overcoming challenges. By joining Africell, you become part of a mission to bridge the digital divide in a region with immense potential. Whether you are in Angola, the Democratic Republic of Congo, The Gambia, or Sierra Leone, or at our head office in London, your career with Africell will have a real daily impact and give you the chance to contribute directly to Africa’s development. What makes Africell different?
• Purpose-driven work: Every call connected, every byte of data delivered, and every mobile money transaction completed brings someone closer to opportunity, education or a loved one. Your work truly matters.
• Growth opportunities: We invest in our people through training, mentorship, and career mobility, including partnerships with some of the world’s top educational institutions.
• Inclusive culture: We promote and empower local talent and maintain an environment in which diverse perspectives are encouraged.
• Innovation at heart: We understand our African operating markets, and we tailor our technology and services to meet their specific needs and challenges.
• Community impact: We support the communities we operate in, not just through mobile services, but through jobs, partnerships, and development initiatives. Your next chapter starts here If you want to operate at the forefront of mobile telecommunications, make a real difference in Africa and grow your career, then Africell welcomes your application. Come build Africa’s digital future with us.