CX Improvement 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 have experience dealing with senior stakeholders
• You will be analytical and able to derive and showcase actionable insight from customer data and visualise in a simple way
• Strong influencing and engagement abilities to effectively manage a variety of internal and external stakeholders
• You will have advanced skills in Microsoft Excel for data analysis, along with strong expertise in PowerBI and PowerApps
  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 Improvement team plays a crucial role within the E2E Customer Experience team, focused on identifying and implementing the CX changes necessary to achieve our strategic goals. They oversee all aspects of frontline Customer Experience, including tracking customer experience KPIs, TNPS, complaints management, and conducting mystery shopping.

• You will partner with our operational frontline teams to identify areas of improvement across all metrics to meet our goals.
• You will use insight gained from analysis of Customer Experience Metrics and trends, to create detailed and meaningful insight into Customer high and low points.
• You will maintain improvement plans for partnered operational area including initiatives delivered, tracking actions and ensuring improvement or burndown is clearly articulated and delivered in line with goals.
• You will manage the day to day running of Mystery Shop programme for Commercial Operations.
• You will identify best in class customer journeys across external markets for adoption into Vodafone
• You will manage the day to day running of TNPS for consumer sales.