Customer Experience Analyst

Job Description

Requirements

• .
• Minimum of 5 years’ experience in customer experience analytics, business analysis, or performance management (experience in a utility or service environment is an added advantage)
• Strong proficiency in data analysis and reporting tools such as Power BI, Excel, and SQL
• Proven ability to analyze data, identify trends, and translate insights into actionable business recommendations
• Solid understanding of customer experience metrics (FCR, TAT, CSAT, complaint resolution)
• Experience in regulatory reporting and compliance is an added advantage
• Excellent analytical, problem-solving, and attention to detail skills
• Strong communication and stakeholder engagement skills, with the ability to present insights clearly
• Ability to collaborate across teams to drive process and service improvements
• Experience in customer feedback and survey analysis
• Proactive, results-driven, and highly accountable with a strong focus on continuous improvementShift Team Leader -Contact Centre (5 positions)Job Title: Shift Team Leader (5positions)
• Department: Commercial & Operations Service-Customer Experience.
• Reports To: Contact Centre Supervisors
• Duty Station: Kampala, LugogoJob Type: Full-TimeJOB PURPOSETo oversee real-time Contact Centre operations at shift level, ensuring agent productivity, quality customer engagement, accurate complaint logging, and effective escalation and resolution—while maintaining operational efficiency and seamless shift coordination.
• Bachelor’s degree in a business-related field
• Minimum of 3 years’ experience in a contact centre environment, with exposure to real-time operations and team supervision
• Strong understanding of call handling, complaint management, and escalation processes
• Proven ability to monitor performance and drive agent productivity in a live environment
• Excellent communication and interpersonal skills, with the ability to influence and guide teams
• High attention to detail, particularly in maintaining accurate customer records
• Ability to multitask and perform effectively in a fast-paced, shift-based environment
• Customer-focused, with strong problem-solving skills and ability to manage escalations
• Proactive, results-driven, and highly accountable, with strong coordination skills across teams
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Responsibilities

• Lead data-driven customer experience analysis by monitoring key service metrics (FCR, TAT, CSAT, resolution time) and identifying performance gaps
• Transform customer and operational data into actionable insights and strategic recommendations to improve service delivery and business performance
• Develop and deliver insight-led reports and dashboards for management and regulatory stakeholders to support decision-making
• Analyze customer complaints, outages, and feedback to identify root causes and drive continuous improvement initiatives
• Oversee customer feedback and survey programs, ensuring the voice of the customer informs business actions
• Ensure compliance with regulatory requirements and customer communication standards
• Collaborate with cross-functional teams to enhance data quality, reporting systems, and service workflowsEducation
• Bachelor’s degree in business, statistics, data science, or a related field
• MBA is an added advantage.EXPERIENCE, SKILLS &
• Supervise real-time Contact Centre operations to ensure agents are active, productive, and delivering quality customer interactions
• Monitor and coach agents to improve performance, adherence, and service standards
• Ensure accurate logging and tracking of customer complaints in all systems
• Escalate customer issues to relevant teams (e.g., Work Management Centre) and follow through to timely resolution
• Coordinate smooth shift handovers to maintain service continuity
• Monitor queues and workloads to ensure efficient call handling and minimal wait times
• Provide shift updates and highlight operational issues for action
• Ensure compliance with company policies, procedures, and safety standardsEXPERIENCE, SKILLS &

Benefits

• Work with one of the largest utility employers in Uganda
• Career growth in a regulated, mission-critical sector
• Exposure to modern distribution infrastructure including the Lugogo pole plant and rural electrification programmes
• Competitive UEDCL terms and conditions of service