Mawingu, a leading internet service provider in Africa, is hiring a Head of Customer Experience to drive service excellence across all customer touchpoints and channels in line with the Group CX strategy.
Deadline: Monday, June 1, 2026 Location: Kenya Reports to: Group Customer Experience Lead Apply: recruitment.mawingu.co
About Mawingu
Mawingu is an innovative internet service provider on a mission to connect underserved communities across Africa with affordable, reliable broadband internet. Operating across Kenya and beyond, Mawingu leverages solar-powered wireless technology to deliver high-speed internet to homes, businesses, schools, and health facilities in rural and peri-urban areas. The company is committed to transforming lives through connectivity and building a customer-first culture at every level of its operations.
Role Summary
Reporting to the Group Customer Experience Lead, the Head of Customer Experience will be responsible for driving service excellence in line with the Group CX strategy across all customer touchpoints and channels including the contact centre, social media, retention and digital sales, and customer operations teams. The role also oversees customer experience KPIs across all customer journeys to ensure high customer satisfaction.
Key Responsibilities
- Culture & Strategy — Drive a customer-first culture throughout the organisation through collaboration and service excellence
- Service Quality & Governance — Monitor customer satisfaction, drive improvements, and oversee CX performance reviews
- Contact Centre & Customer Engagement — Deliver exceptional customer experiences, manage complaints, and turn feedback into actionable improvements
- KPIs, Reporting & Measurement — Track CX KPIs, enforce reporting standards, and provide insights and performance updates to leadership
Qualifications
- Bachelor’s degree with 8–10 years’ CX leadership experience across technical and business environments
- Experience in high-volume call centres using CX tools and structured frameworks
- Proven experience leading people, culture, and transformation initiatives
- Strong communication, influencing, and stakeholder management skills
- Results-driven, analytical, and effective in fast-paced environments
- Hands-on, proactive, and detail-oriented with a strong focus on quality
- Strong understanding of process efficiency and service excellence
- Adaptable and able to pivot quickly for continuous improvement
How to Apply
Submit your CV at https://recruitment.mawingu.co/ by Monday, June 1, 2026.
