Customer Experience Analyst job at Uganda Electricity Distribution Company Limited (UEDCL)
Posted by: great-volunteer
Posted date: 2026-Apr-27
Location: Kampala, Lugogo, Kampala
Customer Experience Analyst 2026-04-27T05:52:23+00:00 Uganda Electricity Distribution Company Limited (UEDCL) https://cdn.ugashare.com/jsjobsdata/data/employer/comp_11658/logo/Uganda%20Electricity%20Distribution%20Company%20Limited%20(UEDCL).png https://www.uedcl.co.ug/ FULL_TIME Kampala, Lugogo Kampala 00256 Uganda Professional Services Business Operations, Customer Service, Data Science 2026-05-08T17:00:00+00:00 8 Job Purpose 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. Impact: Drives improved customer experience and operational performance by delivering timely, insight- led analysis that informs decision- making, identifies service gaps, and strengthens performance management. Enhances efficiency, regulatory compliance, and continuous improvement by embedding data- driven practices and ensuring the voice of the customer informs business actions Key Responsibilities: - Lead data-driven customer experience analysis by monitoring key service metrics (FCR, TAT, CSAT, resolution time) and identifying performance gaps.
- Transform customer and operational data into actionable insights and strategic recommendations to improve service delivery and business performance.
- Develop and deliver insight-led reports and dashboards for management and regulatory stakeholders to support decision-making.
- Analyze customer complaints, outages, and feedback to identify root causes and drive continuous improvement initiatives.
- Oversee customer feedback and survey programs, ensuring the voice of the customer informs business actions.
- Ensure compliance with regulatory requirements and customer communication standards.
- Collaborate with cross-functional teams to enhance data quality, reporting systems, and service workflows.
Education - Bachelor's degree in business, statistics, data science, or a related field
Experience, Skills & Competencies. - MBA is an added advantage.
- 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)
- Strong proficiency in data analysis and reporting tools such as Power BI, Excel, and SQL.
- Proven ability to analyze data, identify trends, and translate insights into actionable business recommendations.
- Solid understanding of customer experience metrics (FCR, TAT, CSAT, complaint resolution)
- Experience in regulatory reporting and compliance is an added advantage.
- Excellent analytical, problem-solving, and attention to detail skills.
- Strong communication and stakeholder engagement skills, with the ability to present insights clearly.
- Ability to collaborate across teams to drive process and service improvements.
- Experience in customer feedback and survey analysis.
- Proactive, results-driven and highly accountable with a strong focus on continuous improvement.
Company Overview: The Uganda Electricity Distribution Company Limited (UEDCL) is a limited liability company incorporated in Uganda under the Companies Act. UEDCL owns the 33KV and below voltage electricity distribution networks. The company sales and distributes electricity in Uganda as per ERA License issued on 31 December 2024 covering over 135 political districts, operates a modern pole plant at Lugogo, and executes key rural electrification schemes on behalf of the Government of Uganda. UEDCL is seeking to recruit qualified, competent and highly motivated Ugandans to fill the following positions; * Lead data-driven customer experience analysis by monitoring key service metrics (FCR, TAT, CSAT, resolution time) and identifying performance gaps. * Transform customer and operational data into actionable insights and strategic recommendations to improve service delivery and business performance. * Develop and deliver insight-led reports and dashboards for management and regulatory stakeholders to support decision-making. * Analyze customer complaints, outages, and feedback to identify root causes and drive continuous improvement initiatives. * Oversee customer feedback and survey programs, ensuring the voice of the customer informs business actions. * Ensure compliance with regulatory requirements and customer communication standards. * Collaborate with cross-functional teams to enhance data quality, reporting systems, and service workflows. * Strong proficiency in data analysis and reporting tools such as Power BI, Excel, and SQL. * Proven ability to analyze data, identify trends, and translate insights into actionable business recommendations. * Solid understanding of customer experience metrics (FCR, TAT, CSAT, complaint resolution) * Excellent analytical, problem-solving, and attention to detail skills. * Strong communication and stakeholder engagement skills, with the ability to present insights clearly. * Ability to collaborate across teams to drive process and service improvements. * Experience in customer feedback and survey analysis. * Proactive, results-driven and highly accountable with a strong focus on continuous improvement. * Bachelor's degree in business, statistics, data science, or a related field * MBA is an added advantage. * 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) * Experience in regulatory reporting and compliance is an added advantage. JOB-69eef9972505e Vacancy title:
Customer Experience Analyst Jobs at:
Uganda Electricity Distribution Company Limited (UEDCL) Deadline of this Job:
Friday, May 8 2026 Duty Station:
Kampala, Lugogo | Kampala Summary
Date Posted: Monday, April 27 2026, Base Salary: Not Disclosed JOB DETAILS:
Job Purpose 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. Impact: Drives improved customer experience and operational performance by delivering timely, insight- led analysis that informs decision- making, identifies service gaps, and strengthens performance management. Enhances efficiency, regulatory compliance, and continuous improvement by embedding data- driven practices and ensuring the voice of the customer informs business actions Key Responsibilities: - Lead data-driven customer experience analysis by monitoring key service metrics (FCR, TAT, CSAT, resolution time) and identifying performance gaps.
- Transform customer and operational data into actionable insights and strategic recommendations to improve service delivery and business performance.
- Develop and deliver insight-led reports and dashboards for management and regulatory stakeholders to support decision-making.
- Analyze customer complaints, outages, and feedback to identify root causes and drive continuous improvement initiatives.
- Oversee customer feedback and survey programs, ensuring the voice of the customer informs business actions.
- Ensure compliance with regulatory requirements and customer communication standards.
- Collaborate with cross-functional teams to enhance data quality, reporting systems, and service workflows.
Education - Bachelor's degree in business, statistics, data science, or a related field
Experience, Skills & Competencies. - MBA is an added advantage.
- 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)
- Strong proficiency in data analysis and reporting tools such as Power BI, Excel, and SQL.
- Proven ability to analyze data, identify trends, and translate insights into actionable business recommendations.
- Solid understanding of customer experience metrics (FCR, TAT, CSAT, complaint resolution)
- Experience in regulatory reporting and compliance is an added advantage.
- Excellent analytical, problem-solving, and attention to detail skills.
- Strong communication and stakeholder engagement skills, with the ability to present insights clearly.
- Ability to collaborate across teams to drive process and service improvements.
- Experience in customer feedback and survey analysis.
- Proactive, results-driven and highly accountable with a strong focus on continuous improvement.
Company Overview: The Uganda Electricity Distribution Company Limited (UEDCL) is a limited liability company incorporated in Uganda under the Companies Act. UEDCL owns the 33KV and below voltage electricity distribution networks. The company sales and distributes electricity in Uganda as per ERA License issued on 31 December 2024 covering over 135 political districts, operates a modern pole plant at Lugogo, and executes key rural electrification schemes on behalf of the Government of Uganda. UEDCL is seeking to recruit qualified, competent and highly motivated Ugandans to fill the following positions; Work Hours: 8 Experience in Months: 12 Level of Education: bachelor degree Job application procedure
For detailed job descriptions and to apply, please visit our website: . Application Link:Click Here to Apply Now To apply, upload your CV (Clearly indicating 3 referees with contacts), Cover letter and all copies of academic and other support documents. Put the job title on the subject line. Only applications received online will be considered. Address your Application to: The Head Human Resource and Administration, UEDCL Tower, Plot 37 Nakasero Road, Kampala. Closing Date: All applications MUST be submitted by Friday, May 8, 2026 at 5:00 PM. Only shortlisted candidates will be contacted.
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