Customer Experience Strategy Lead Job Vacancy in Cazombo, Angola – Telecommunications

Job Description

Position:Customer Experience Strategy Lead

Company:Angola Telecom

Location:Cazombo, Angola

Experience:5+ years in customer experience, strategy development, and telecom services

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

Employment Type:Full-time

Industry:Telecommunications

Department:Customer Experience

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

Vacancies:1

Company Overview

Angola Telecom is the leading provider of integrated telecommunications solutions across Angola, delivering mobile, fixed-line, broadband, and digital services to millions of customers. With a commitment to innovation, connectivity, and social development, the company plays a pivotal role in the nation’s digital transformation. Operating in both urban and remote regions, Angola Telecom invests heavily in network expansion, customer-centric technologies, and community outreach programs. As a recognized employer, it offers a dynamic environment where talent thrives, making it a top choice for professionals seeking impactful careers in Angola Jobs and beyond.

Job Overview

The Customer Experience Strategy Lead will spearhead the design, implementation, and continuous improvement of customer experience initiatives for Angola Telecom’s services in Cazombo and surrounding districts. Reporting to the Head of Customer Experience, the role will align strategic objectives with operational execution, ensuring that every touchpoint reflects the company’s commitment to excellence. This position is central to enhancing satisfaction, loyalty, and brand advocacy, directly contributing to the company’s growth and its reputation as a premier telecom provider. The role also supports broader Hiring in Angola efforts by shaping a culture that values customer insight and data‑driven decision making.

For more information about Angola Telecom and its career pathways, visit https://angolajobsearch.com/.

Key Responsibilities

• Develop and execute a comprehensive customer experience strategy that aligns with corporate goals and local market dynamics.
• Lead cross‑functional teams—including Marketing, Sales, Operations, and IT—to design seamless end‑to‑end customer journeys.
• Analyze customer feedback, NPS scores, and usage data to identify pain points and opportunities for improvement.
• Implement voice of the customer (VoC) programs, surveys, and focus groups to gather actionable insights.
• Create and monitor key performance indicators (KPIs) such as churn rate, average handling time, and satisfaction scores.
• Collaborate with product development to ensure new services meet customer expectations from inception.
• Drive digital transformation initiatives, including self‑service portals, chatbots, and AI‑powered support tools.
• Prepare regular reports and presentations for senior leadership, highlighting progress, challenges, and ROI.
• Champion a customer‑centric culture through training, workshops, and internal communications.
• Ensure compliance with regulatory standards and data privacy requirements in all customer interactions.

Required Skills

• Strategic thinking with a proven ability to translate vision into actionable plans.
• Strong analytical skills and proficiency in data visualization tools (e.g., Power BI, Tableau).
• Excellent communication and stakeholder management abilities.
• Experience with CRM platforms and customer journey mapping.
• Leadership experience managing multidisciplinary teams.
• Knowledge of telecom products, services, and market trends.
• Problem‑solving mindset with a focus on continuous improvement.
• Fluency in Portuguese and English; knowledge of local dialects is a plus.

Education

A Bachelor’s degree in Business Administration, Marketing, Communications, or a related discipline is required. A Master’s degree or relevant certifications (e.g., Certified Customer Experience Professional) are highly desirable and will be considered an advantage during the selection process.

Experience

Applicants must have a minimum of five years of progressive experience in customer experience management, preferably within the telecommunications sector or a similarly fast‑paced industry. Demonstrated success in leading large‑scale projects, improving NPS scores, and reducing churn is essential.

Salary

The successful candidate will receive a competitive monthly salary ranging from 2,500,000 to 3,500,000 SSP, commensurate with experience and qualifications. Additional performance‑based incentives and benefits are part of the total compensation package.

Benefits

• Health insurance covering employee and dependents.
• Retirement savings plan with company matching.
• Annual performance bonus.
• Professional development allowance.
• Flexible working hours and remote work options where applicable.
• Employee assistance program and wellness initiatives.

Training

• Onboarding program covering Angola Telecom’s systems, culture, and customer experience framework.
• Continuous learning opportunities through internal workshops, external courses, and industry conferences.
• Leadership development tracks for high‑potential employees.

Working Environment

Angola Telecom offers a collaborative, inclusive, and technology‑driven workplace. The Cazombo office is equipped with modern facilities, high‑speed internet, and a supportive team environment. Employees enjoy a balance of office‑based work and field visits to understand customer needs firsthand.

Application Process

Interested candidates should submit their updated CV and a cover letter outlining their relevant experience through the online portal on the Angola Job Search website. Applications will be reviewed on a rolling basis, and shortlisted candidates will be contacted for an initial interview.

Equal Opportunity Statement

Angola Telecom 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, or sexual orientation. Our hiring practices reflect our dedication to fairness and the principle of Hiring in Angola based on merit.