Customer Experience Analyst Job Vacancy in Ndola, Zambia – Telecommunications

Job Description

Position: Customer Experience Analyst

Company: Airtel Zambia

Location: Ndola, Zambia

Experience: 2-4 years

Education: Bachelor’s degree in Business Administration, Statistics, Economics, or related field

Employment Type: Full-time

Industry: Telecommunications

Department: Customer Experience & Analytics

Salary: SSP 120,000 – SSP 180,000 per month

Vacancies:1

Company Overview

Airtel Zambia is a leading mobile network operator delivering innovative voice, data, and digital services across the nation. As part of the global Bharti Airtel Group, the company brings world‑class technology and a commitment to connectivity that fuels economic growth and social development in Zambia. With a robust network covering urban and rural areas, Airtel Zambia supports millions of customers, businesses, and government agencies. The organization prides itself on a customer‑centric culture, digital transformation, and sustainable practices, making it a top employer for those seeking dynamic career opportunities in the telecommunications sector. This role contributes directly to Airtel’s mission of enhancing customer satisfaction and loyalty, positioning the company as a preferred employer for Zambia Jobs and a key player in Jobs in Zambia.

Job Overview

The Customer Experience Analyst will join the Customer Experience & Analytics department to translate customer data into actionable insights that drive service improvements, product innovation, and revenue growth. Working closely with cross‑functional teams—including Marketing, Product Development, and Network Operations—the analyst will monitor key performance indicators, conduct root‑cause analysis, and recommend strategies to enhance the overall customer journey. This position offers a unique opportunity to influence strategic decisions, support the company’s digital agenda, and contribute to the broader goal of creating rewarding Career Opportunities in Zambia. For more information about Airtel Zambia and its commitment to talent development, visit Zambia Jobs Search.

Key Responsibilities

• Collect, cleanse, and analyze customer interaction data from multiple channels such as call centers, mobile apps, and social media.
• Develop and maintain dashboards that track Net Promoter Score (NPS), churn rates, and satisfaction metrics.
• Identify trends, pain points, and opportunities for service enhancement through statistical modeling and predictive analytics.
• Collaborate with product managers to design data‑driven improvements for existing and new telecom offerings.
• Prepare and present concise reports and visualizations to senior leadership, highlighting actionable insights.
• Support the design and execution of customer surveys, focus groups, and A/B testing initiatives.
• Monitor competitor activities and benchmark Airtel’s customer experience against industry standards.
• Ensure compliance with data privacy regulations and internal data governance policies.

Required Skills

• Proficiency in analytical tools such as SQL, Python, R, or Power BI.
• Strong understanding of telecom services, customer lifecycle, and digital channels.
• Excellent problem‑solving abilities and a data‑driven mindset.
• Effective communication skills for presenting complex findings to non‑technical stakeholders.
• Attention to detail and ability to manage multiple projects simultaneously.
• Knowledge of data privacy regulations applicable in Zambia.

Education

A bachelor’s degree in Business Administration, Statistics, Economics, Data Science, or a related discipline is required. Advanced certifications in analytics or telecommunications are advantageous but not mandatory.

Experience

Applicants should have 2‑4 years of professional experience in customer analytics, market research, or a similar role within the telecommunications industry. Experience with large data sets, customer segmentation, and predictive modeling is essential.

Salary

The position offers a competitive salary ranging from SSP 120,000 to SSP 180,000 per month, commensurate with experience and qualifications. Performance‑based bonuses and incentives are also part of the compensation package.

Benefits

• Comprehensive health insurance covering medical, dental, and vision.
• Retirement savings plan with employer contributions.
• Generous paid time off and national holidays.
• Employee discount on Airtel services and devices.
• Flexible working arrangements and remote work options where applicable.

Training

• On‑boarding program that introduces company culture, systems, and processes.
• Continuous learning opportunities through internal workshops, external courses, and industry conferences.
• Mentorship program pairing new hires with experienced analysts.
• Access to online learning platforms for skill development in analytics, data science, and telecom technologies.

Working Environment

Airtel Zambia offers a collaborative, inclusive, and technology‑driven workplace located in a modern office in Ndola. Employees benefit from open‑plan workspaces, state‑of‑the‑art meeting rooms, and a supportive team atmosphere that encourages innovation and professional growth. The company promotes a healthy work‑life balance and values diversity, making it an attractive destination for talent seeking Employment in Zambia.

Application Process

Interested candidates should submit an online application through the Airtel Careers portal, attaching an updated resume and a cover letter outlining relevant experience and motivation for the role. Shortlisted applicants will be invited to complete an online assessment followed by virtual or in‑person interviews with the hiring panel. The recruitment process is designed to be transparent, efficient, and fair.

Equal Opportunity Statement

Airtel Zambia is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, regardless of gender, race, religion, disability, or sexual orientation. All qualified applicants will receive consideration for employment without discrimination.