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Specialist: CX Improvement

Posting Country:  South Africa
Date Posted:  5 Jun 2025
Full Time / Part Time:  Full Time
Contract Type:  Permanent

At Vodacom, we’re working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it's our human spirit, together with technology, that empowers us to achieve this. 

We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together.

With us, you can be truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference. 
 

Role Purpose:

 

Infinity Services Partner Company is a Managed Services Business, wholly owned by and a fully-fledged subsidiary of Vodacom.
Infinity Services Partner Company is looking for a CX Improvement Specialist

 

The purpose of the BI Specialist is to critically investigate, deep dive and analyse customer care processes and systems with the objective of improving them to increase customer experience KPI’s and drive operational efficiency within the customer care environment. The role will also support and drive all key initiatives and projects focussed on the customer and call centre agent empowerment.

Your responsibilities will include:

 

  • To implement effective processes between teams and departments and monitor success
  • To build and maintain productive relationships with key role players and networks that support call centre success
  • To liaise with products and engineering  teams in order to understand products and market strategies
  • To monitor call center’s and implement improvements
  • To provide specialist level support to colleagues
  • To provide research and forecasting on current and future technology and products
  • To investigate and solve problems identified by consultants and customers
  • Conduct  analysis and provide recommendations to enhance business efficiencies and customer experience
  • Compile  management report on analysis and trends
  • To drive customer improvement initiatives 
  • To drive operational efficiency initiatives 
  • To drive value add initiatives back to the Client 
  • Conduct business case on proposals for improvemen

The ideal candidate for this role will have:

 

Must have technical/professional qualifications: 

  • A relevant 3-year Degree or National Diploma in a business analysis field 
  • Sig sigma/lean sigma advantageous  
  • Project management 
  • Business process mapping/process analysis 


OR

 

  • Relevant certificates, courses essential i.e.
  • Studying towards (B.Comm, Project Management, Business Analysis)

 

Experience

  • 3-5 years’ relevant experience in a customer service environment

 

Core competencies, knowledge and experience:

  • Knowledge of  Call Centre technology
  • Knowledge of Project Management
  • Problem-solving and analytical skills
  • Decision-making skills
  • Planning and organising skills
  • Technical Writing skills
  • Strong analytical skills
  • Process mapping skills 

 


Closing date for Applications: 23 January 2026.

 

The base location for this role is Centurion. 


The company has approved its Employment Equity Plan and Targets, which will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome applications from people with various disabilities.

Infinity Services Partner is committed to an organizational culture that recognises, appreciates, and values diversity & inclusion.

Commitment from Vodacom

Vodacom is committed to attracting, developing and retaining the very best people by offering a flexible, motivating and inclusive workplace in which talent is truly recognized, developed and rewarded. We believe that diversity plays an important role in the success of our business and we are committed to creating an inclusive work environment which respects, values, celebrates and makes the most of people’s individual differences - we are not only multinational but multicultural too. At Vodacom you will have access to our excellent flexible benefits programme that you would expect from any global company.

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