About TEF Consult

TEF Consult (Tanzania Empowerment Forum Limited) is a Tanzanian human resources and management consulting firm based in Dar es Salaam. Established in 2016, it provides professional services to businesses ranging from startups to large enterprises. Specialized programs in Occupational Health and Safety (OHS), sales, project management, and fraud awareness (including AML/CTF and healthcare fraud).

Job Overview

The Customer Experience Specialist is responsible for analyzing, designing, and improving customer journeys across all customer touchpoints. The role ensures customer-centric processes, tools, and service standards are embedded into daily operations and new product launches, ultimately enhancing customer satisfaction, loyalty, and perception of the brand.

Qualifications

1. Diploma in Business Administration or a related field
2. Additional professional certifications are an added advantage

Experience

1. Minimum of 2 years’ experience in:
2. Customer Experience
3. Business Analysis
4. Programme or Project Management

Responsibilities

• Track customer experience KPIs and service quality metrics.
• Prepare and submit regular experience improvement and performance reports.
• Recommend corrective actions based on customer feedback and data analysis.
• Work closely with internal teams including Commercial, M-Pesa, Channels, and Operations.
• Act as the voice of the customer in cross-functional engagements.
• Manage and align stakeholder expectations.
• Customer Journey & Experience Management
• Analyze existing customer journeys (“As-Is”) and identify service gaps and pain points.
• Design and implement improved future customer journeys (“To-Be”).
• Ensure consistent customer experience across contact centers, retail outlets, and digital platforms.
• Design customer service processes, scripts, and toolkits for frontline teams.
• Ensure customer service representatives are well equipped to deliver high-quality service.
• Continuously review and improve customer experience processes.
• Participate in Go-To-Market initiatives as the customer experience representative.
• Ensure customer needs and experience considerations are embedded in new products and services.
• Support successful launch and adoption of products and services.

Competencies

1. Strong analytical and problem-solving skills
2. Process improvement and optimization mindset
3. Excellent communication and stakeholder engagement skills
4. Ability to work independently and manage multiple priorities
5. High attention to detail and accountability
6. Strong time management and reporting skills

How to Apply

Qualified candidates should submit their applications by

Human Resource Manager
Tanzania Empowerment Forum Limited (TEF Consult)
Email: info@tef.co.tz
P.O. Box 33542, Dar es Salaam, Tanzania.