Customer Experience Strategy Manager Job Vacancy in Huambo, Angola – Telecommunications

Job Description

Position: Customer Experience Strategy Manager

Company: Unitel

Location: Huambo, Angola

Experience: 8+ years

Education: Bachelor’s degree in Business Administration, Marketing, Communications, or related field

Employment Type: Full-time

Industry: Telecommunications

Department: Customer Experience

Salary: SSP 2,500,000 – 3,500,000 per month

Vacancies:1

Company Overview

Unitel is Angola’s leading mobile telecommunications operator, providing voice, data, and digital services to millions of customers across the country. With a strong commitment to innovation, connectivity, and social responsibility, Unitel has consistently been recognized as a top employer in the region. The company invests heavily in network expansion, digital transformation, and customer-centric solutions, making it a pivotal player in Angola’s economic development. As part of its growth strategy, Unitel seeks to enhance the overall customer journey, ensuring that every interaction reflects the brand’s promise of reliability, speed, and excellence. This role offers a unique opportunity to shape the future of customer experience in a dynamic, fast‑moving industry, contributing directly to Unitel’s vision of becoming the most trusted telecom brand in Angola.

Job Overview

The Customer Experience Strategy Manager will lead the design, implementation, and continuous improvement of Unitel’s customer experience roadmap. Reporting to the Head of Marketing, the manager will collaborate with cross‑functional teams—including product, sales, operations, and digital—to develop strategies that increase customer satisfaction, loyalty, and lifetime value. This position is central to Unitel’s ambition to differentiate itself through superior service quality and innovative engagement models. The role involves data‑driven decision making, stakeholder management, and the creation of compelling narratives that align with the company’s broader business objectives. For more information about Unitel’s mission and values, visit https://angolajobsearch.com/.

Key Responsibilities

• Develop and execute a comprehensive customer experience strategy that aligns with Unitel’s corporate goals and market positioning.
• Analyze customer journey maps, touchpoints, and feedback data to identify pain points and opportunities for improvement.
• Lead cross‑functional workshops to co‑create solutions that enhance service delivery, digital interactions, and support processes.
• Define key performance indicators (KPIs) such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and churn reduction targets, and monitor progress against them.
• Collaborate with product and technology teams to integrate customer insights into new service offerings and digital platforms.
• Prepare executive‑level reports and presentations that communicate insights, recommendations, and impact on business outcomes.
• Champion a customer‑first culture by training and mentoring staff across all levels on best practices in experience design.
• Manage relationships with external agencies, consultants, and research firms to supplement internal capabilities.

Required Skills

• Strong analytical abilities with proficiency in data visualization tools (e.g., Power BI, Tableau) and statistical analysis.
• Excellent communication and storytelling skills, capable of influencing senior leadership.
• Proven experience in designing and optimizing customer journeys in a telecom or related digital services environment.
• Project management expertise, including Agile methodologies and change management.
• Strategic thinking combined with a hands‑on approach to execution.
• Fluency in Portuguese and English; knowledge of local market nuances is essential.

Education

A bachelor’s degree in Business Administration, Marketing, Communications, or a related discipline is required. A master’s degree or relevant professional certifications (e.g., Certified Customer Experience Professional, PMP) are highly desirable and will be considered an advantage.

Experience

Candidates must have at least eight years of progressive experience in customer experience strategy, marketing, or service design, preferably within the telecommunications sector. Demonstrated success in leading large‑scale transformation projects and delivering measurable improvements in customer satisfaction metrics is essential.

Salary

The compensation package ranges from SSP 2,500,000 to SSP 3,500,000 per month, commensurate with experience and qualifications. The package includes performance‑based bonuses, health insurance, and a comprehensive retirement plan.

Benefits

• Competitive base salary with annual performance bonuses.
• Medical and dental coverage for employee and dependents.
• Retirement savings plan with company matching contributions.
• Generous paid time off and public holiday schedule.
• Employee assistance program and wellness initiatives.

Training

• Continuous professional development through accredited courses and certifications.
• Leadership development programs tailored for high‑potential managers.
• Access to internal knowledge hubs, webinars, and industry conferences.

Working Environment

Unitel offers a collaborative, inclusive, and technology‑driven workplace located in Huambo’s modern business district. Employees benefit from state‑of‑the‑art facilities, flexible working arrangements, and a culture that encourages innovation, diversity, and work‑life balance. The company’s commitment to sustainability and community engagement creates a purpose‑filled environment where every team member can make a meaningful impact.

Application Process

Interested candidates should submit their updated CV and a cover letter outlining their relevant experience through the online portal on the Unitel careers page. Applications will be reviewed on a rolling basis, and shortlisted candidates will be contacted for a virtual interview followed by an on‑site assessment at the Huambo office.

Equal Opportunity Statement

Unitel is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, regardless of gender, race, religion, age, disability, sexual orientation, or any other protected characteristic. Our hiring practices reflect our dedication to fairness and meritocracy, ensuring that every applicant receives equal consideration for employment.