Uganda Electricity Distribution Company Limited (UEDCL)
Customer Experience Analyst
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Industry (Customer support, client care, Mid-level)
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Seniority (Customer support, client care)
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Uganda Electricity Distribution Company Limited (UEDCL)
Energy + 2 more
Description
To drive customer experience and business performance through advanced data analytics, transforming service and operational data into actionable insights that inform strategic decision-making. The role identifies performance gaps, monitors trends, and delivers high-impact, insight-led reporting and recommendations to improve efficiency, compliance, and customer satisfaction, while leveraging customer feedback and surveys to continuously enhance service delivery.
Requirements
Education
EXPERIENCE, SKILLS & COMPETENCIES.
•
Bachelor’s degree in business, statistics, data science, or a related field
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MBA is an added advantage.EXPERIENCE, SKILLS & COMPETENCIES.
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Minimum of 5 years’ experience in customer experience analytics, business analysis, or performance management (experience in a utility or service environment is an added advantage)
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Strong proficiency in data analysis and reporting tools such as Power BI, Excel, and SQL
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Proven ability to analyze data, identify trends, and translate insights into actionable business recommendations
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Solid understanding of customer experience metrics (FCR, TAT, CSAT, complaint resolution)
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Experience in regulatory reporting and compliance is an added advantage
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Excellent analytical, problem-solving, and attention to detail skills
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Strong communication and stakeholder engagement skills, with the ability to present insights clearly
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Ability to collaborate across teams to drive process and service improvements
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Experience in customer feedback and survey analysis
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Proactive, results-driven, and highly accountable with a strong focus on continuous improvementResponsibilities
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Lead data-driven customer experience analysis by monitoring key service metrics (FCR, TAT, CSAT, resolution time) and identifying performance gaps
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Transform customer and operational data into actionable insights and strategic recommendations to improve service delivery and business performance
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Develop and deliver insight-led reports and dashboards for management and regulatory stakeholders to support decision-making
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Analyze customer complaints, outages, and feedback to identify root causes and drive continuous improvement initiatives
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Oversee customer feedback and survey programs, ensuring the voice of the customer informs business actions
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Ensure compliance with regulatory requirements and customer communication standards
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Collaborate with cross-functional teams to enhance data quality, reporting systems, and service workflowsStart hiring with Fuzu
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