Customer Experience Specialist

at  Vodafone

WHO WE ARE

At Vodafone UK, diversity isn’t just a buzzword, it is core to who we are as a company. We’re proud to be certified as a Great Place to Work and are committed to driving inclusion for all; creating a workplace that is fully representative of the communities and customers we serve.
Be a part of Vodafone UK Consumer team where creating and developing products, services and propositions is at the forefront. From the way we interact with our customers, to how we communicate in our campaigns and create data-driven propositions, this is where some of our best ideas are brought to life.

WHO YOU ARE

• You will understand the frontline and business systems and processes, enabling effective root cause analysis.
• You will have the ability to engage and influence up to Senior Manager level, indirect management of range of business stakeholders.
• You will have experience of delivering business improvement initiatives.
• You will have experience of Agile, Six Sigma, Lean
• You will have the ability to conduct root causes analysis and follow set team methodologies
  Worried that you don’t meet all the desired criteria exactly? At Vodafone we are passionate about Inclusion for All and creating a workplace where everyone can thrive, whatever their personal or professional background. If you’re excited about this role but your experience doesn’t align exactly with every part of the job description, we encourage you to apply as you may be the right candidate for this role or another role, and our recruitment team can help you see how your skills fit in.

The Customer Experience Squads sit within the E2E CX team, with a key focus of improving customer experience by reducing complaint volume and delivering change to in-life journeys. Working within the squad, you will have a focus of a sub set of complaint areas, as determined by the Complaints Reduction Programme, with a focus to deliver cost and customer experience improvement to the business and improve processes using your operational knowledge and process and continuous improvement techniques.

• You will establish root cause of customer experience statements that are driving customer contact or complaints.
• You will design and implement process improvement, with demonstrable benefit realisation.
• You will take accountability to create and fix a backlog of customer experience improvements based on supplied Complaints data from the Complaints Dashboard App and BI dashboards.
• You will present findings through Complaints Reduction Governance and complete actions assigned based on the Complaints Operating Model.
• You will take responsibility for monitoring the success for individually assigned improvement projects

The Customer Experience Squads sit within the E2E CX team, with a key focus of improving customer experience by reducing complaint volume and delivering change to in-life journeys. Working within the squad, you will have a focus of a sub set of complaint areas, as determined by the Complaints Reduction Programme, with a focus to deliver cost and customer experience improvement to the business and improve processes using your operational knowledge and process and continuous improvement techniques.

• You will establish root cause of customer experience statements that are driving customer contact or complaints.
• You will design and implement process improvement, with demonstrable benefit realisation.
• You will take accountability to create and fix a backlog of customer experience improvements based on supplied Complaints data from the Complaints Dashboard App and BI dashboards.
• You will present findings through Complaints Reduction Governance and complete actions assigned based on the Complaints Operating Model.
• You will take responsibility for monitoring the success for individually assigned improvement projects.