Key Accountabilities
1. Journey Mapping and Design
Deliverables:
• Map and analyse the end‑to‑end customer journeys, identifying gaps, needs, pain points, and opportunities
• Translation of English to Sesotho and Sesotho to English menus
2. Process Improvement, Data Analysis and Insights
Deliverables:
• Review and suggest improvements for all customer journeys
• Review and suggest improvements to identify pain points and areas for improvement
• Address customer issues that impact negatively on the experience through internal forums
• Develop and implement initiatives to enhance customer satisfaction
3. Product Delivery and Stakeholder Management
Deliverables:
• Embed customer experience design into the product lifecycle
• Participate in Agile departmental squads delivering projects
• Influence stakeholders to drive customer‑centric changes
4. Reporting
Deliverables:
• Weekly and monthly Customer Journey Management campaign reports
• Adhoc reporting
Competencies (Knowledge, Skills and Attributes)
• Highly motivated self‑starter
• Excellent communication skills
• Creative mind‑set
• Fast thinker
• Good interpersonal skills
• A good command of written and spoken English and Sesotho
• Good end‑user computing skill
Competency / Performance Drivers
• Time management
• Good communication
• Problem‑solving
Professional Expertise
• Building rapport
• Persuasive communication
• Excellent planning skills
• Ability to work in a fast‑paced, technology‑enabled environment
• Flexible, supportive, and adaptive to changes in direction, priorities, and job responsibilities
• Good end‑user computing skill
Job Requirements
Qualifications
• Degree in Management, Business, or a business‑related field
Experience
• At least 2 years’ Customer Journey Management
• At least 2 years in Data Analysis & Journey Mapping
• Telecommunications experience would be an added advantage
Closing date: 23 February 2026