Job Description

Design Manager

  • Khartoum


ZAIN Job Description

Department/Section: Operations
Job Title: Manager - Experience Design
Reports to: Senior Manager - Customer Experience
Job Purpose:

Will be the customer experience champion who is responsible for scoping and designing the entire (end -to- end) customer experience journey/s for the targeted segment/s SO THAT THAT to maximize customers' happiness and helping Zain SD to be the "wonderful world".
Key Tasks/Accountabilities:
  • Identifying and mapping the most significant touch points at the customer experience journey/s as customer experiences and would describe it.
  • Managing & developing the FUN team social media platforms to attract the universities students and youth in general by designing a relevant content to appeal for these important segments, support us to create our Youth community.
  • Utilizing FUN team to promote our P&Ss especially digital services in social media & digital platforms.
  • Creativity – Innovation – and start up and projects incubation development & Management across Universities students.
  • Understanding the current performance by examining each journey in detail in order to understand the causes of current performance.
  • Administering additional researches (eg: customer & employee focus groups, call monitoring) combined with bottom-up analysis.
  • Sizing new opportunities for internal processes optimization
  • Establishing and adopting the right design tools to customer journey to ensure better customer experience.
  • Aligning business goals with customer-focused culture.
  • Developing communication strategies and tactics to share the importance of CX with employees, customers, and the company.
  • Communicate and engage employees at all levels of the organization in the elements of the CX strategy.
  • Managing the simulation process (from customer perspective) by ensuring a smooth and trouble-free launch of all new services or products.
  • Identify key CX metrics for tracking experience quality, satisfaction, and engagement.
Performance measurement:
  • Customer experience Index
  • Customer Emotional (feelings) Response
  • Customer cognitive response (Satisfaction)
  • Action points follow up and implementation.

What Do You Need to Qualify


  • Degree in Management, Economics or information systems.
  • 5-7 years of relevant experience..
  • Must be result/task oriented and able to manage multiple priority tasks simultaneously with minimal supervision
  • Work under pressure and maintain a professional manner
  • Ability to learn and implement new technology tools
  • Prior customer service service/help desk/technical support/training experience desired.
  • Best practices for cultivating a customer-focused culture.
  • Customer journey mapping and touch point analysis.
  • Customer experience management dashboards.
  • Development of "branded" customer experiences.
  • Good knowledge of Market Analysis and Sudan telecom industry.
  • Business strategy frameworks and planning.
Skills and abilities:
- Relationship building skills.
- Problem solving skills.
- Ability to drive customer centered design and innovation.
- Ability to create measurement strategy in support of broader CX strategy.
- Ability to assess effectiveness of matrices platform design.
- Ability to clearly communicate the importance of the customer experience strategy to deliver the organization’s business goals.
Key Behaviours for Success:
  • Enthusiastic, responsible and good organizational skills. Able to work independently, and under pressure, using initiative as well as a part of a team
  • High personal integrity, and able to relate to and create trust in all.
  • Easy going, fast thinker, and able to make up solutions.
  • Proven leadership skills involving: Managing, Developing and Motivating teams to achieve their objectives.
Demonstrate excellent interpersonal skills that can inspire, lead, challenge and motivate a pr

About Us

About Zain Sudan:
The country’s leading operator was established in 1997 and today serves More than 16 million customers as of 31 August 2020, reflecting a market share of more than 48%. Possessing the country’s most advanced voice and data network, the operator’s network extends to an impressive 90% of the population with 2G, 3G and LTE sites. Through constant development of the telecommunications infrastructure and proactive marketing initiatives, Zain remains committed to offering customers in Sudan the most dynamic products and services. The foundation of Zain Sudan’s achievements lies in the company’s ability to inspire its employees to deliver the best and most imaginative services at every level. With an energetic and inspired predominantly Sudan workforce, the company is committed to employing high caliber people as well as nurturing the finest Sudan talent. With a strong human resources and training program that develops and nurtures leaders in the workplace, the company has consistently opened new doors for its dedicated staff. For more on Zain Sudan please visit

Job Overview

  • Operations:

    Zain SD

  • Location:


  • Contract Type:

    Full Time Employee