The successful candidate will work closely with branches and internal stakeholders to strengthen customer engagement, support customer communication initiatives, coordinate branch support activities, and contribute towards building a strong customer-centric culture. The role will also support customer experience campaigns, customer education initiatives, content creation, and the analysis of customer feedback to identify opportunities for service improvement.
Job Summary
- Job Type: Full-time
- Location: Gaborone, Botswana
- Category: Customer Service
- Closing Date: 2026-09-23
Key Responsibilities
- support the implementation of customer experience initiatives aimed at enhancing the end-to-end customer journey across the organisation.
- work closely with branches and internal stakeholders to strengthen customer engagement, support customer communication initiatives, coordinate branch support activities, and contribute towards building a strong customer-centric culture.
- support customer experience campaigns, customer education initiatives, content creation, and the analysis of customer feedback to identify opportunities for service improvement.
Requirements
- Bachelor’s Degree in Marketing, Communications, Business Administration or a related field.
- Minimum two (2) years’ customer service experience within the financial services, call centre or mass-market environment.
- Minimum two (2) years’ experience within the financial services industry.
- Excellent computer skills, including Microsoft Word, Excel and PowerPoint.
- Experience using Customer Relationship Management (CRM) systems.
- Experience using Canva or similar creative design platforms will be an added advantage.
- Good understanding of the financial services industry, business processes and software used to service customers.
- Fluency in both Setswana and English.
How to Apply
Frequently Asked Questions
What qualifications or education do I need to become a Customer Experience & Insights Officer in Botswana?
Most employers require a Bachelor's degree in Business Administration, Marketing, Statistics, or a related field. Certifications in customer experience management, data analytics, or market research from institutions like BQA-registered providers can strengthen your application. Practical experience with CRM software and data visualization tools is increasingly valued.
What are the typical day-to-day responsibilities of this role?
You will collect and analyze customer feedback through surveys, interviews, and digital channels to identify trends and pain points. You will prepare reports for management and collaborate with service teams to implement improvements. Regular monitoring of customer satisfaction metrics and competitor analysis are also core duties.
How does workplace culture in Botswana affect this position?
Botswana's workplace culture emphasizes respect for hierarchy and collaborative decision-making, so building relationships across departments is essential. Punctuality and professional dress are expected, especially in corporate environments. Understanding local customer behaviors and Setswana communication nuances can significantly enhance your effectiveness.
What career progression opportunities exist for this role in Botswana?
With experience, you can advance to Senior Customer Experience Manager, Head of Customer Insights, or Director of Customer Experience. Some professionals transition into strategic roles like Business Intelligence Manager or Marketing Director. Specializing in digital transformation or data science can open additional pathways in banking, telecoms, and retail sectors.
What benefits are typically offered for this position in Botswana?
Standard benefits usually include annual leave of 15-20 days, paid public holidays, and contributions to the Botswana Public Officers Pension Fund or private pension schemes. Many employers provide medical aid coverage, though the extent varies significantly between government, parastatal, and private sector organizations. Some companies offer performance bonuses and professional development allowances.
How should I apply and what do Botswana employers look for in candidates?
Apply through company career portals, local job boards like CareerPool Botswana, or recruitment agencies such as HRMC. Employers prioritize candidates with demonstrated analytical skills, proficiency in tools like Excel, SPSS, or Tableau, and evidence of improving customer outcomes. A well-structured CV highlighting measurable achievements and strong references from previous supervisors will strengthen your application.
