Customer Experience Analyst Job Vacancy in Dire Dawa, Ethiopia – Telecommunications

Job Description

Position: Customer Experience Analyst

Company: Ethio Telecom

Location: Dire Dawa, Ethiopia

Experience: 2-4 years in customer analytics, data interpretation, and service improvement

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

Employment Type: Full-time

Industry: Telecommunications

Department: Customer Experience

Salary: 180,000 – 250,000 SSP per month

Vacancies:1

Company Overview

Ethio Telecom is Ethiopia’s leading telecommunications provider, delivering voice, data, and digital services to millions of customers across the nation. With a legacy of innovation and a commitment to expanding connectivity, the company plays a pivotal role in the country’s digital transformation. As a state-owned enterprise, Ethio Telecom invests heavily in network infrastructure, 5G rollout, and customer-centric solutions, making it a cornerstone of Ethiopia’s economic development. The organization prides itself on fostering a dynamic work environment that encourages professional growth, diversity, and a strong sense of purpose. Joining Ethio Telecom means becoming part of a forward‑looking team that values excellence, integrity, and the power of technology to improve lives. This position offers a unique opportunity to contribute to Ethiopia Jobs, Jobs in Ethiopia, and the broader vision of Career Opportunities in Ethiopia.

Job Overview

The Customer Experience Analyst will be responsible for translating customer data into actionable insights that drive service enhancements and increase satisfaction across Ethio Telecom’s product portfolio. Working closely with cross‑functional teams, the analyst will design and implement measurement frameworks, conduct deep‑dive analyses, and present findings to senior leadership. This role is essential for supporting the company’s strategic objectives of improving customer loyalty, reducing churn, and delivering superior digital experiences. Candidates will have the chance to work on cutting‑edge analytics platforms, collaborate with seasoned professionals, and influence decision‑making that shapes the future of telecommunications in Ethiopia. For more information about Ethio Telecom’s mission and values, visit Ethio Telecom Careers.

Key Responsibilities

• Collect, clean, and analyze customer interaction data from multiple channels, including call centers, mobile apps, and social media.
• Develop and maintain dashboards that monitor key performance indicators such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and First Call Resolution (FCR).
• Identify trends, pain points, and opportunities for service improvement, and translate findings into clear, data‑driven recommendations.
• Collaborate with product, marketing, and operations teams to design experiments and A/B tests that enhance the customer journey.
• Prepare and deliver regular reports and presentations to senior management, highlighting insights and proposed action plans.
• Support the development of customer segmentation models to enable targeted communication and personalized service offerings.
• Monitor competitor activities and industry best practices to ensure Ethio Telecom remains a leader in customer experience.
• Assist in the creation of training materials for frontline staff based on analytical insights.

Required Skills

• Proficiency in data analysis tools such as SQL, Python, R, or Tableau.
• Strong analytical mindset with the ability to interpret complex datasets and generate meaningful insights.
• Excellent communication skills, both written and verbal, to convey findings to non‑technical stakeholders.
• Experience with customer experience metrics and methodologies.
• Ability to work independently and as part of a multidisciplinary team.
• Detail‑oriented with strong organizational and project management abilities.

Education

A minimum of 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 a plus.

Experience

Applicants should have 2‑4 years of relevant experience in customer analytics, market research, or a similar role within the telecommunications or technology sector. Experience with large‑scale data sets and a proven track record of influencing business decisions through data‑driven insights is essential.

Salary

The compensation package ranges from 180,000 to 250,000 SSP per month, commensurate with experience and qualifications. The salary structure is competitive within the Ethiopian market and aligns with the company’s commitment to attracting top talent.

Benefits

• Health insurance coverage for employees and eligible dependents.
• Retirement savings plan with company contributions.
• Performance‑based bonuses and incentives.
• Paid annual leave and public holidays.
• Employee assistance programs and wellness initiatives.

Training

• Comprehensive onboarding program covering company culture, systems, and processes.
• Continuous professional development through workshops, certifications, and e‑learning platforms.
• Mentorship opportunities with senior analysts and industry experts.

Working Environment

Ethio Telecom offers a modern office environment in Dire Dawa equipped with state‑of‑the‑art technology, collaborative workspaces, and a supportive team culture. Employees enjoy flexible working arrangements, a focus on work‑life balance, and a vibrant community that celebrates diversity and inclusion.

Application Process

Interested candidates should submit their updated resume and a cover letter outlining their relevant experience through the online application portal on the company’s website. Applications will be reviewed on a rolling basis, and shortlisted candidates will be contacted for an initial interview followed by technical assessments.

Equal Opportunity Statement

Ethio Telecom is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, regardless of gender, ethnicity, religion, disability, or any other protected characteristic. All qualified applicants will receive consideration for employment without regard to any such status.