Customer Experience Analyst Job Vacancy in Maseru, Lesotho – Telecommunications & Customer Service

Job Description

Position:Customer Experience Analyst

Company:Econet Wireless Lesotho

Location:Maseru, Lesotho

Experience:2-4 years in customer experience analysis, data analytics, or related fields

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

Employment Type:Full-time

Industry:Telecommunications & Customer Service

Department:Customer Experience

Salary:SSP 150,000 – 250,000 per annum

Vacancies:1

Company Overview

Econet Wireless Lesotho is a leading telecommunications provider delivering innovative mobile and data solutions across Lesotho. As part of the larger Econet Group, the company combines cutting‑edge technology with a deep commitment to community development and digital inclusion. With a robust network infrastructure, Econet Wireless Lesotho serves millions of customers, offering voice, broadband, and value‑added services that empower individuals and businesses alike. The organization prides itself on fostering a culture of excellence, continuous learning, and social responsibility, making it an attractive employer for ambitious professionals seeking to shape the future of connectivity in Lesotho.

Operating in a dynamic market, Econet Wireless Lesotho continuously invests in network expansion, digital services, and customer‑centric innovations. The company’s strategic focus on enhancing user experience, expanding mobile financial services, and promoting digital literacy aligns with national development goals. As a result, Econet Wireless Lesotho is recognized as a key driver of economic growth, job creation, and technological advancement in the region.

Job Overview

The Customer Experience Analyst will play a pivotal role in translating customer insights into actionable strategies that improve satisfaction, loyalty, and revenue. Reporting to the Head of Customer Experience, the analyst will collaborate with cross‑functional teams—including Marketing, Product Development, and Operations—to design data‑driven initiatives that elevate the overall customer journey. This position offers a unique opportunity to influence the direction of a leading telecom brand while working in a fast‑paced, technology‑focused environment.

Key objectives include monitoring customer sentiment, analyzing usage patterns, and recommending enhancements to service delivery. The analyst will also support the development of dashboards, reports, and predictive models that guide strategic decision‑making. By leveraging advanced analytics and a deep understanding of the Lesotho market, the successful candidate will help Econet Wireless Lesotho maintain its competitive edge and achieve its mission of connecting every Lesotho citizen.

For more information about our company and other career opportunities, visit our main website at https://lesothojobsearch.com.

Key Responsibilities

• Collect, clean, and analyze customer interaction data from multiple channels, including call centers, digital platforms, and social media.
• Develop and maintain interactive dashboards that track key performance indicators such as Net Promoter Score (NPS), churn rate, and average handling time.
• Identify trends, pain points, and opportunities for service improvement through statistical analysis and predictive modeling.
• Collaborate with Marketing and Product teams to design and test targeted campaigns aimed at enhancing customer satisfaction and upselling opportunities.
• Prepare concise, data‑rich presentations for senior leadership, highlighting insights and recommended actions.
• Monitor the impact of implemented initiatives and adjust strategies based on real‑time feedback.
• Support the creation of customer personas and journey maps that inform product development and service design.

Required Skills

• Proficiency in data analysis tools such as SQL, Python, R, or Tableau.
• Strong analytical mindset with the ability to translate complex data into clear business recommendations.
• Excellent communication and presentation skills, capable of influencing stakeholders at all levels.
• Knowledge of telecom industry metrics and customer experience best practices.
• Attention to detail and strong problem‑solving abilities.
• Ability to work independently and as part of a multidisciplinary team.

Education

A Bachelor’s degree in Business Administration, Marketing, Statistics, Data Science, or a related field is required. Advanced certifications in analytics or customer experience management are a plus.

Experience

Applicants should have 2‑4 years of relevant experience in customer experience analysis, market research, or data analytics, preferably within the telecommunications sector.

Salary

The compensation package ranges from SSP 150,000 to SSP 250,000 per annum, commensurate with experience and qualifications. The package includes performance‑based bonuses and other incentives.

Benefits

• Comprehensive health insurance covering medical, dental, and vision.
• Retirement savings plan with employer contributions.
• Paid annual leave, sick leave, and public holidays.
• Professional development budget for certifications and training.
• Employee assistance program and wellness initiatives.

Training

• Onboarding program covering company culture, systems, and compliance.
• Advanced analytics workshops and mentorship from senior data scientists.
• Continuous learning opportunities through internal webinars and external courses.

Working Environment

Econet Wireless Lesotho offers a modern office environment in the heart of Maseru, equipped with state‑of‑the‑art technology and collaborative workspaces. The company promotes a flexible work culture, encouraging work‑life balance and remote work options where applicable.

Application Process

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

Additional information about regional opportunities can be found at https://www.rwandajobsearch.com/.

Equal Opportunity Statement

Econet Wireless Lesotho 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.