Research & Experience Expert – Telekom Networks Malawi (TNM)

Job Description

Telekom Networks Malawi (TNM) Plc, one of the leading telecommunications companies in Malawi, is seeking to
hire dynamic, creative, innovative, and adaptable, thinking outside the box, collaborative, data-driven and
results-oriented individuals to join our marketing team in the following position

Position: Research & Experience Expert
Location: Lilongwe
Reports to: Manager, Revenue Planning, Research & Experience
Grade: C2

Role Overview

The Research & Experience Expert will be responsible for leading research initiatives that provide insights into
customer behavior, market trends, and competitor activities. The role also involves developing customer
experience (CX) strategies that improve customer satisfaction, loyalty, and engagement. The successful
candidate will apply research findings to design data-driven customer experiences that align with the company’s
growth and turnaround strategy.

Key Performance Indicators (KPIs):

▪ Customer Satisfaction (CSAT) Score: improve the customer satisfaction score.
▪ Net Promoter Score (NPS): improve the NPS results collected through customer surveys, indicating the
likelihood of customers recommending the company’s services.
▪ Customer Experience Improvement: identify and implement improvements to critical customer touchpoints.
▪ Customer Retention Rate: increase the retention rate as measured by retention data.
▪ Research Project Completion Rate: number of research projects that inform marketing and CX strategies.
completed within agreed timelines.
▪ Customer Feedback Engagement: increase engagement with feedback mechanisms (surveys, interviews,
focus groups), response rates and participation levels in customer feedback channels.
▪ Customer Journey Pain Points Reduction: reduce customer pain points along the customer journey through
experience redesign within the first 12 months.
▪ Actionable Insights Delivery: deliver actionable insights or recommendations based on research findings to
the marketing and CX teams.
▪ Market Analysis Reporting: provide regular market analysis reports, highlighting opportunities and threats.
▪ Time to Implement CX Solutions: reduce the average time to implement customer experience improvements.

Key Responsibilities:

▪ Lead market research and customer experience studies to identify trends, preferences, and key drivers of
customer satisfaction.
▪ Conduct customer journey mapping to identify pain points and opportunities for enhancing the end-to-end
customer experience.
▪ Collaborate with cross-functional teams to develop and implement CX improvement strategies across
various customer touchpoints, including retail, online, and customer support.
▪ Analyze customer data and feedback to provide actionable insights for marketing campaigns, product
development, and service improvements.
▪ Design and execute surveys, focus groups, and interviews to gather insights into customer needs,
preferences, and pain points.
▪ Develop and maintain a Customer Experience Dashboard to monitor key metrics related to satisfaction,
engagement, and loyalty.
▪ Oversee the Net Promoter Score (NPS) program and other customer feedback systems to measure
satisfaction and identify areas for improvement.
▪ Work closely with the product, customer care, and sales teams to implement changes based on customer
feedback and research findings.
▪ Prepare detailed reports and presentations on research findings, making recommendations for strategic
initiatives to improve customer experience.
▪ Monitor competitor activities and market trends, using insights to ensure the company remains competitive in
delivering superior customer experiences.
▪ Establish and maintain a database of research insights and customer feedback to support ongoing strategy
development.

Qualifications and Experience:

▪ Bachelor’s degree in Marketing, Business, Research, or a related field.
▪ Minimum of 3 years of experience in market research, customer experience, or a related role, preferably in the
tnm.co.mw |
telecommunications sector.
▪ Strong analytical skills with the ability to translate data into actionable insights.
▪ Experience with CX tools, survey design, and customer feedback platforms.
▪ Familiarity with customer journey mapping and customer experience metrics like NPS and CSAT.
▪ Proficiency in data analysis tools (e.g., Excel, Google Analytics, SPSS) and CRM platforms.
▪ Excellent communication and presentation skills, with the ability to influence stakeholders.

Skills and Competencies:

▪ Strong problem-solving skills with a customer-first mindset.
▪ Excellent project management and organizational skills.
▪ Ability to work independently and collaboratively across teams.
▪ Strong attention to detail and ability to manage multiple projects simultaneously.
▪ Excellent interpersonal skills, with the ability to engage customers and team members effectively.

Interested applicants should submit application letter indicating the position title in the subject line, Curriculum
vitae and copies of certificates to:

The Acting Chief Human Resources Officer
Telekom Networks Malawi (TNM) Plc
5th Floor Livingstone Towers
Glyn Jones Road
P.O Box 3039
Blantyre
Email: vacancy@tnm.co.mw
Closing date for receiving applications is Friday 4th October 2024.
TNM Plc is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive
environment for all employees.