Senior Manager, CEX and Customer Enablement at MTN Rwanda: (Deadline: 4 Jul 2026)

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 and self-motivated candidate for the COP & CEX department position below, both internally and externally.

•     Responsible for leading the customer experience (CEX) and customer enablement agenda across MTN R Rwanda, ensuring every customer touchpoint and journey is simple, consistent and valued.
•     Drives improvements in customer satisfaction, Net Promoter Score (NPS), customer effort and retention by embedding customer-centricity, self-service and digital enablement across products, channels and operations.
•     Partners with Commercial, Sales & Distribution, Technology and Operations to design and deliver journeys, self-service and enablement capabilities aligned to MTN R CX standards

·      CEX Strategy & Roadmap: Define and execute the customer-experience and enablement strategy and roadmap aligned to business objectives, the brand promise and MTN R CX standards.

·      Customer Journey Design & Improvement: Map, prioritise and redesign end-to-end customer journeys (acquisition, onboarding, usage, billing, support and retention) to reduce effort and remove pain points.

·      Voice of Customer (VoC) & Insight: Own NPS, CSAT, customer-effort and VoC programmes; consolidate feedback, complaints and analytics into prioritised, tracked improvement actions.

·      Omni-Channel Experience Management: Ensure a seamless, consistent experience as customers move across retail, app, USSD, web, chat, social and partner channels.

·      Self-Service & Digital Enablement: Drive adoption of self-service and digital channels (app, USSD, chat, IVR, web), enabling customers to resolve needs easily and independently, and set channel-migration targets.

·      Customer Onboarding & Lifecycle Experience: Design and improve onboarding, activation and lifecycle communications so customers realise value quickly across products (data, devices, and digital services).

·      Own and drive Net Promoter Score (NPS), Customer Satisfaction Index (CSI), Customer Effort Score (CES), and First Contact Resolution (FCR) metrics enterprise wide.

·      Lead institutionalization of customer-centric design principles, ensuring customer needs are embedded in products, policies, processes, and channel architecture.

·      Champion a customer-first culture at executive, board, and frontline levels, serving as the organization's senior advocate for the customer.

·      Customer Enablement & Education: Develop enablement content, tutorials and education that help customers understand and adopt products, services and digital tools.

·      Frontline Enablement & Knowledge Management: Equip contact-centre, retail and partner teams with knowledge, scripts, tools and training to deliver consistent, high-quality service.

·      Service Recovery & Complaints Management: Strengthen complaint-handling, escalation and service-recovery processes to improve resolution, first-contact resolution and retention.

·      Proactive Communication: Drive proactive service notifications and outage/issue communication to reduce inbound contacts and build trust.

·      Retention & Loyalty Support: Partner with CVM and Commercial to reduce churn and improve loyalty through experience-led interventions.

·      CX Technology & Tools: Define requirements for and optimise CX-enabling technology (CRM, feedback, chatbots and knowledge base) with Technology and vendors.

·      Process, Automation & Cost-to-Serve: Drive continuous improvement and automation to lower customer effort and cost-to-serve while protecting quality.

·      Accessibility & Inclusion: Ensure experiences and enablement are accessible and inclusive across customer segments, languages and abilities.

·      CX Governance & Standards: Establish CX design standards, governance forums and ways of working; embed customer-centricity across functions.

·      Performance Management & Reporting: Define CX KPIs, dashboards and governance; report performance, root causes and improvement value to leadership.

·      Leadership & People Management: Lead and develop the CEX and enablement team; build a customer-obsessed, accountable and high-performing culture.

·      Prepares and submits monthly CEX performance and value reports to leadership.

·      8+ years’ experience with 4+ years in customer experience, service or customer-enablement leadership, preferably in telecoms, fintech or services.

·      Proven track record improving NPS/CSAT, journeys and self-service adoption.

·      Bachelor’s degree in business, Marketing, customer experience, communications, or related field.

·      Master’s Degree or MBA is an advantage.

·      CX or service-management certifications are advantageous.

·      Fluent in English; Kinyarwanda is an advantage.