Transformation Manager

at  Vodafone

KEY ACCOUNTABILITIES:

• Accountability for end-to-end Network & Connectivity experience & Get Help Journey experience.
• Responsible for strategy definition & ownership of delivery across business units.
• High degree of stakeholder management & collaboration.
• Performance analysis and reporting.
• Supplier performance management & collaboration.
• Driving ongoing roadmap of improvement.
• Supporting response to Operational risks & issues to mitigate customer impact.
• Ownership of customer journeys and experience, including approval for journey changes.

Vodafone Home Broadband has made massive progress since launching in 2015: >1 million customer base, the UK’s largest full fibre footprint, and a recognised challenger in the market. Our ambition is to become the #1 brand for customer experience in broadband. But there’s a lot of work to do: We have huge opportunities to take further market share, thanks to our positioning in the market, our brand and customer base in Mobile, our fibre leadership, and our pipeline of new propositions– but to capitalise on these our customer experience must deliver.
This role is about taking ownership for customers’ experience, and for the performance of our product & its core journeys. Specifically, the role will be focussed on customers’ Network & Connectivity experience, and the performance of our Get Help journeys.