Senior CX

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Role Purpose

The Commercial Programs team is responsible for leading strategic initiatives that are directly linked with improving the customer experience of Vodafone products, platforms, and services. We define global standards, guidelines, and best practices in close collaboration with our markets.

As Senior CX & Service Excellence Manager, you will be responsible for workstreams linked to achieving service excellence for our customers across channels and touchpoints. You will define Customer Service & CX global standards, principles, and recipes; support productization of common tools that will assist markets in delivering superior service; own and prepare content for CX-focused forums, meetings and workshops; and co-ordinate between stakeholders (such as IT, HR, Group Product & Platform teams, Big Data & AI teams, market COPs/CBU teams) for collective and effective execution.

You will act as a Global Customer Custodian, working across different frontline communities and channels, to continuously identify opportunities and new approaches to deliver superior customer service - using technology and new ways of working to help Vodafone leapfrog our historical / legacy challenges. You will build exceptional relationships with colleagues in markets and in Group functions, and operate as a trusted partner to help them deliver on our ambitious customer service goals.

You will have a strong background in Customer Service, Operations, CX, or a related field, and have a demonstrated personal drive to always put customer experience front-and-centre on any agenda. You will have a passion for developing others, and a deep understanding of the drivers of human behaviours in customer service, employee engagement, operational dynamics, and effectiveness.

What you'll do

• Define and implement global standards, principles, and best practices for customer service and CX across channels and touchpoints

• Lead workstreams aimed at achieving service excellence for customers, ensuring alignment with Vodafone's strategic goals and objectives

• Act as an advocate for customer satisfaction, continuously identifying opportunities and approaches to enhance the overall customer service experience

• Maintain a strong curiosity for new trends and emerging technologies in customer service and CX, continuously seeking opportunities to innovate and improve

• Monitor, analyse, and act on insights and feedback from customers and our frontline

• Collaborate with cross functional teams to support the productization of common tools and resources, and create blueprints for market operationalization

• Develop strong relationships with team members, markets, stakeholders (Hr, IT, Audit etc.) to ensure everyone is aligned with service priorities and standards,

• Co-ordinate research activities with markets and stakeholders (i.e. insights, big data team) to provide insights for service excellence and CX

• Define the roadmap, milestones, key success measures for workstreams to effectively drive impact

• Support the management and delivery of key commercial initiatives, including preparation of papers, presentations, and communications; and leading market communities to facilitate execution.

Who you are

• You will have experience working on both Customer Service and CX projects, with a strong background managing a wide range of customer service-related strategic programs and initiatives, and knowledge of the principles of delivery management. You will have a structured and engaging approach in your thinking and communication, as well as experience influencing senior stakeholders.

• Experience in Commercial discipline within the TMT space (Telco, Media and Technology)

• Hands-on experience in customer service or CX program or a role with a service transformation background

• Strong experience in project management

• Highly analytical and numerate, quick thinker and strategic mind-set

• Excellent communicating & influencing skills

• Ability to develop and deliver presentations to all levels of management

• Comfortable with complexity, ambiguity & explaining complex issues in a simple way

• Proven experience working in cross-functional teams

• Resilient under pressure and able to multi-task efficiently

What's in it for you

We want you to feel happy and fulfilled at work, without compromising the other things in life that matter to you. There are lots of ways we support this, including hybrid working and generous parental leave. You'll also get four Spirit Days a year to focus on your personal development and wellbeing, plus a host of other great benefits too.

• Yearly bonus: 20%

• Company car: company funded car of £580 per month + private fuel or cash alternative of £630
per month.

• Annual leave: 28 days + bank holidays + the opportunity to buy/sell/carry over 5 days/year

• Charity days: 5 days/year

• Maternity leave: 52 weeks, the first 13 weeks are fully paid, followed by 26 weeks of half pay

• Private pension: You can contribute up to 5% of your basic pay with 2:1 matching from Vodafone up to 10%.

• Access to: private medical, private dental, free health assessments, share save scheme

• Additional discounts: Vodafone retail, gym, cinema, cycle to work, season ticket loan

Not a perfect fit?

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.

Who we are

You may have already heard of Vodafone - We're a leading Telecommunications company in Europe and Africa. But what you might not know is that we are continuously investing in new technologies to improve the lives of millions of customers, businesses and people around the world, creating a better future for everyone.

As part of our global family, whether that's Vodafone, Vodacom or _VOIS, you'll feel a sense of pride and purpose as you contribute to our culture of innovation. We pursue equality of opportunity and inclusion for all candidates through our employment policies and practices. We recognise and celebrate the importance of diversity and inclusivity in our workspace and we do not tolerate any form of discrimination especially related to but not limited to race, colour, age, veteran status, gender identification, sexual orientation, pregnancy, ethnicity, disability, religion, political affiliation, trade union membership, nationality, indigenous status, medical condition, HIV status, social origin, cultural background, social, or marital status.

Together we can.

Vodafone is committed to attracting, developing and retaining the very best people by offering a motivating and inclusive workplace in which talent is truly recognised and rewarded. We are committed to promoting Inclusion for All with the belief that diversity plays an important role in the success of our business. We actively encourage everyone to consider becoming a part of our journey.