Customer Journey and Experience Officer at Yas Tanzania

Company: Mixx by Yas
Location: Dar es Salaam
Job Function: Customer Experience
Application Deadline: September 14, 2026

CORE RESPONSIBILITIES

• Ensure new user journeys align with organizational standards.
• Review and optimize customer journeys to improve usability and adoption.
• Develop and maintain customer journey maps across all channels.
• Identify pain points and recommend customer experience improvements.
• Partner with the CEX team to design customer-focused journey strategies.
• Apply service design principles to enhance customer interactions.
• Collaborate with business units to ensure a consistent customer experience.
• Leverage customer insights to drive process and service improvements.
• Conduct customer research to understand behaviors, needs and expectations.
• Analyze journey performance using CRM, analytics and customer feedback data.
• Prepare KPI reports on customer engagement and satisfaction.
• Lead usability testing, monitor customer sentiment and drive continuous improvements.

QUALIFICATIONS & EXPERIENCE

• Bachelor's degree is required, preferably in Business Administration.
• Minimum of 2 years' relevant experience.
• Good knowledge of the mobile money industry, customer care and customer relationship management.

CORE COMPETENCIES

• Customer Experience & Journey Management.
• Customer-Centric Mindset.
• Analytical Thinking & Problem Solving.
• Customer Research & Insights Analysis.
• Service Design & Process Improvement.
• Stakeholder Management & Cross-Functional Collaboration.
• Results Orientation & Continuous Improvement.

WORKING AT MIXX BY YAS

At Mixx, diversity is considered a source of strength. When candidates have equal skills, female applicants are encouraged, and the company actively works to create a fair, inclusive and stimulating professional environment for everyone.

Joining Mixx by Yas means becoming part of a fintech company belonging to the AXIAN Group, a pan-African player operating in five African countries.

You will be working in a fast-growing fintech company driven by a culture of innovation, agility and impact. Its young, passionate and ambitious teams are shaping the financial services of tomorrow every day.

HOW TO APPLY

If this description corresponds to you, grow with Mixx by Yas by applying before September 14, 2026.