Customer Experience Analyst Job Vacancy in Qardho, Somalia – Telecommunications

Job Description

Position: Customer Experience Analyst

Company: Somtel

Location: Qardho, Somalia

Experience: 2-4 years in customer experience, analytics, or related roles

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

Employment Type: Full-time

Industry: Telecommunications

Department: Customer Experience

Salary: SSP 2,500,000 – 3,500,000 per month

Vacancies:1

Company Overview

Somtel is a leading telecommunications provider in Somalia, delivering mobile voice, data, and broadband services to millions of customers across the nation. Established in 2002, Somtel has built a robust network infrastructure that supports both urban and rural connectivity, fostering digital inclusion and economic growth. As part of its commitment to innovation, Somtel continuously invests in cutting‑edge technologies, customer‑centric solutions, and community development initiatives. The company’s reputation for reliability and service excellence makes it a top employer for professionals seeking dynamic career paths in the fast‑growing telecom sector. This role contributes directly to Somtel’s mission of enhancing customer satisfaction and loyalty, positioning the organization as a premier employer among Somalia Jobs.

Job Overview

The Customer Experience Analyst will play a pivotal role in interpreting customer data, identifying trends, and recommending actionable improvements to elevate the overall service experience. Working closely with cross‑functional teams, the analyst will design and implement measurement frameworks, conduct root‑cause analyses, and support strategic initiatives that drive customer retention and acquisition. This position offers a unique opportunity to influence the direction of Somtel’s customer experience strategy while contributing to broader Career Opportunities in Somalia. Interested candidates can learn more about Somtel and submit applications through the official portal at https://somaliajobsearch.com/.

Key Responsibilities

• Collect, clean, and analyze customer interaction data from multiple channels, including call centers, digital platforms, and social media.
• Develop and maintain dashboards that track key performance indicators such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and churn rates.
• Identify pain points and opportunities for service improvement through statistical analysis and customer journey mapping.
• Collaborate with product, marketing, and operations teams to design and test initiatives aimed at enhancing the customer experience.
• Prepare detailed reports and presentations for senior leadership, highlighting insights and recommending data‑driven actions.
• Monitor the impact of implemented changes and adjust strategies based on performance outcomes.
• Support the creation of customer feedback loops, including surveys and focus groups, to gather qualitative insights.

Required Skills

• Proficiency in data analysis tools such as Excel, SQL, Power BI, or Tableau.
• Strong analytical mindset with the ability to translate complex data into clear, actionable recommendations.
• Excellent communication and presentation skills, capable of influencing stakeholders at all levels.
• Knowledge of telecom industry trends and customer behavior patterns.
• Detail‑oriented, organized, and able to manage multiple projects simultaneously.
• Problem‑solving attitude with a proactive approach to continuous improvement.

Education

A bachelor’s degree in Business Administration, Marketing, Statistics, Economics, or a related discipline is required. Advanced certifications in data analytics or customer experience management are considered an asset.

Experience

Applicants should have 2‑4 years of relevant experience in customer experience analysis, market research, or a similar analytical role within the telecommunications or related service industry.

Salary

The compensation package ranges from SSP 2,500,000 to SSP 3,500,000 per month, commensurate with experience and qualifications. Performance‑based bonuses and incentives are also part of the total rewards structure.

Benefits

• Comprehensive health insurance covering medical, dental, and vision.
• Paid annual leave and public holidays in accordance with Somali labor law.
• Professional development allowance for certifications and training.
• Employee assistance program and wellness initiatives.
• Opportunities for career advancement within a fast‑growing telecom organization.

Training

• Onboarding program covering Somtel’s systems, culture, and customer experience framework.
• Advanced analytics workshops and access to online learning platforms.
• Mentorship from senior analysts and cross‑departmental exposure.

Working Environment

Somtel offers a collaborative, inclusive, and technology‑driven workplace located in Qardho’s modern office complex. Employees benefit from flexible working arrangements, a supportive team culture, and access to the latest analytical tools. The organization promotes a healthy work‑life balance and encourages innovative thinking to solve real‑world challenges in the telecom sector.

Application Process

Qualified candidates are invited to submit their updated CV and a cover letter outlining their relevant experience through the Somtel careers portal. Applications will be reviewed on a rolling basis, and shortlisted applicants will be contacted for virtual interviews.

Equal Opportunity Statement

Somtel is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, regardless of gender, ethnicity, religion, or background. Our hiring practices reflect our dedication to fairness and respect, ensuring that every candidate receives equal consideration for employment in Somalia.