About MTN

At MTN RwandaCell, we are not just an organization; we are purpose-led and value-driven. Understanding our people’s needs and aspirations is the key to creating work experiences that delight you daily at work. Our commitment to fostering an environment where every member of our Y’ello Family is heard, understood and empowered to live an inspired life is what sets us apart.

Our values keep us grounded and moving in the right direction. Most importantly, they keep us honest. It is not something we claim to be it is in our DNA.

As an organization, we are on a mission to create an exciting and rewarding place to work. We want our people to be themselves, thrive in a positive environment, and ignite their full potential. We believe in building a workplace founded on relationships and achieving a purpose greater than our own. This is the experience we want you to have with us.

Our commitments go beyond an organizational promise. Our leadership and managerial ethos involve meaningfully partnering with our employees, customers, and stakeholders with a vision to realize our shared goals.

We are delighted you are considering us as your career partner to make a mark in the world. We look forward to your application. Therefore, we are hiring a highly skilled, self-motivated candidate for the position below in the COP & CEX department, both internally and externally.

Mission/Core purpose of the Job

To coordinate the delivery of effective and efficient digital transformation initiatives in customer experience, thereby improving customer NPS and cost reduction.
Champion the implementation of digital transformation to digitalize High-Volume Journeys.
Work with detailed customer insights to define a differentiating customer strategy to deliver a personalised digital customer experience and brand interaction as a competitive advantage.
Design end-to-end customer journey and user experience across all business units for all customer touch points – Service Centers, Mobile, Online and Contact Centre
Customer experience Digital Transformation and strategic delivery of Customer First culture and enhancing customer centricity across all Channels and Business Units

Key Performance Areas

Responsible for the strategy to optimize MTN's Digital presence on different channels (MTN App, web portal, USSD channels)
Responsible for the development of the strategy for delivery & operationalization of customer self-service capabilities to reduce human assisted interactions in Service Centers, Contact Center, and Field channels and improve customer experience.
Lead the identification & digitalization of high-volume customer journeys in MTN.
Drive and support the delivery and operationalization of robotics, AI, and process automation initiatives that digitize and simplify customer journeys, increase self-service adoption, improve operational efficiency, and enhance overall customer experience.
Responsible for the digital channels usage to drive cost reduction
Custodian of the Digital customer experience and ensuring smooth digital engagement with customers.
Manage the implementation of digital processes across customer touch points to improve CSAT, resolution and efficiency strategies.
Stay abreast of the development of emerging trends in digital customer experience innovations such as Journey mapping, Robotics, Chatbots, and other automation capabilities.
Lead the continuous improvement of customer experience in Distribution, Contact Center, Customer service and new product launch based on customer insights, pain points and feedback.
Drive implementation of effective handling of customer inquiries, complaints resolution, retention and churn reducing programs utilizing digital transformation capabilities in customer care across all levels
Ensure that all customer transactions are completed to the satisfaction of the customers in accordance with service level agreements and ensure that the customers are informed of the resolution.
Review the implementation of digital technology that will facilitate a superior customer experience that is aligned with IT capability roadmaps.
Champion digital customer experience improvements in cooperation with other departments across all touch points to ensure a high level of customer satisfaction and retention
Collect, analyze, and interpret customer interaction data in all touch points to identify requirements and information useful in optimizing digital customer experience
Conduct studies and research to discover new techniques necessary for improving customer usage of digital channels
Organize training programs for frontline to update their knowledge and awareness of available digital self services
Come up with plans and strategies to migrate customers to self service digital channels (App, Website, Chatbot, and USSD) to ensure reduction in Call Center Volume and customer experience improvement.
Responsible for conducting internal and external analysis, research and evaluating competitors and industry trends, and proposing digital solutions to improve customer experience

Experience

5 years of relevant experience with at least 2 years in the field of customer service or marketing.

Education Background

Bachelor’s degree in a business or IT-related field
A Master’s degree in a related field would be an advantage.

How To Apply

All interested candidates are requested to apply through the MTN website and submit their updated curriculum vitae with copies of notified academic credentials no later than 15^th Aug 2026. MTN Website portal: https://careers.mtn.co.rw/career

We strongly encourage applications from women and/or individuals with disabilities.

Note: Should you not hear from us within 14 (fourteen) days from the closing date of this advertisement, you may consider your application unsuccessful. If you encounter any issues when completing the application, reach out to Alozius.Mutamba@mtn.com (+250788319965)

At MTN Rwandacell Plc, we are committed to safeguarding your data privacy. For more information, visit our website to read our job applicants privacy notice that explains how we collect, use, disclose, and protect your data at https://www.mtn.co.rw/privacy-notice-for-job-applicants/

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