Customer Experience Specialist

4 weeks ago

Southwark, United Kingdom Vodafone UK Full time

**Location**: London, Speechmark (Hybrid working)
**Hours**:37.5

The Pay Monthly (PAYM) team is focused on growing Vodafone’s share within this valuable market by bringing to market innovative, challenger oriented propositions with differentiated customer experience. If you want to be at the forefront of Vodafone’s journeyas a challenger, this is the place to be.

As a CX Programme Specialist you will be responsible for managing the Customer Experience (CX) and NPS across Pay Monthly in the UK Consumer Business. You will help establish and manage a clear plan and roadmap, quantifying the NPS impact and proactivelyidentifying risks and opportunities. You will be responsible for coordinating the PAYM CX Programme, working with key stakeholders to drive changes and ensure appropriate decision points, actions and information are managed.

Data analysis and KPI monitoring will be a core responsibility to provide insight on what is driving NPS performance and identify positive change opportunities to ensure we have action plans in place to transform our performance. Strong commercial and customerfocus will be key to identify and facilitate trade-off discussions and make recommendations on where to focus next.

You’ll be encouraged to stretch yourself, work at pace and think like a challenger. Passion and energy are prerequisites for any role in this team as we operate in a dynamic business. We believe anything is possible and want people who share this mindset.

**What will you be doing?**
- Working with customers and internal stakeholders to establish a common vision and determine what the key differentiators and moments of truth are for our customers
- Support the development of a best in class PAYM CX programme plan
- Manage the roadmap and NPS impact sizing to provide the NPS outlook
- Develop and share insights to shape the programme, influence and inform decisions and drive action to deliver step changes in the customer experience
- Helping others to understand the drivers of NPS and complaints is central to this role. You will be expected to distil data into powerful and actionable insights, identify opportunities and issues and make clear recommendations that change the game and drivecontinuous improvement
- Develop a strong understanding of drivers of calls and complaints in order to ensure the right plans are put in place to address the root causes
- Management and coordination of programme progress and updates for Senior stakeholders
- Owning and delivering specific PAYM ECL and NPS initiatives as they come up

**Who are we looking for?**

1. Significant experience in a programme management role ideally cross-channel experience in a complex go-to-market business
3. Strong Commercial, NPS and Portfolio knowledge
4. Able to build strong relationships and credibility across the organisation and externally. Capable of working in a complex organisation without necessarily having direct management control
5. Strong influencing skills, and a proven track record in driving business results where your personal impact can be seen
6. Tenacity, drive and the ability to present complex problems in a simple way are the top behavioural characteristics for this role holder

**What’s in it for you?**

An excellent remuneration and bonus package with 28 days holiday entitlement, in addition to bank holidays and paid leave for charity projects. We offer an extensive and flexible benefits package that can be tailored to suit you and your family. We’re proudto provide a Reconnect programme with flexibility for individuals returning to work after a career break. From our market-leading parental leave policies through to employee discounts, retail vouchers, pension plan and share schemes we are committed to supportingyou throughout your career with Vodafone.

**Together we can**

If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, a sign language interpreter, or assistive technology, please refer to theAccessibility section of our Careers website (careers.vodafone.co.uk) under Career Support, for guidance.

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 diversityplays an important role in the success of our business. We actively encourage everyone to consider becoming a part of our journey.

  • Business Development Specialist

    4 weeks ago

    Southwark, United Kingdom Plexus Full time

    **Business Development Specialist - Remote - UK/US/Europe** Plexus are working with an emerging B2B data marketplace that connects blockchain data providers with data buyers. They are seeking a highly motivated and experienced Crypto Business Development (Sales) professional to join their growing team. **Requirements**: - 3-5 years experience in a...

  • Customer Service Officer

    1 month ago

    Southwark, United Kingdom Blue Arrow Full time

    Customer Service Officer Southwark SE1 £11.95 p/hr Start Date: Mon, 19 Jun 2023 End Date: Thu, 21 Sep 2023 PURPOSE OF THE JOB - To provide a comprehensive administrative support service to the Garages Team and the Garages Services Manager. - To be the first point of contact to customers providing excellent customer service. SKILLS AND EXPERIENCE -...

  • Payroll Specialist Itrent

    1 month ago

    Southwark, United Kingdom Reed Talent Solutions Full time

    One of the largest public sector organisations based in London are looking to recruit an iTrent Payroll Specialist to join their growing team. The role is for an initial 3-month contract with a view to extend if all goes well. The role is full time, Mondayto Friday, 36 hours per week with hybrid work available. **Pay rate: £22.38 per hour PAYE or £28.53...

  • Housing Customer Service Officer

    1 month ago

    Southwark, United Kingdom Deekay Technical Full time

    The purpose of this position is to provide a customer focused service to meet the housing needs of customers who are threatened with homelessness or who are homeless. The position will interview customers face to face to provide housing advice; assistance and support to prevent homelessness were possible. The position will be responsible for the...

  • Digital Marketing Executive

    2 days ago

    Southwark, United Kingdom Informa Markets Full time

    **Company Description** Our marketing team is a diverse and welcoming group. We love events marketing and we are constantly testing, developing and innovating in our approach. **The Opportunity** Join a diverse marketing team working on several large scale international events. Through a mix of agency and in-house expertise, digital marketers play a...

  • Representation Officer

    5 days ago

    Southwark, United Kingdom Belmont Recruitment Full time

    Good Afternoon, I am currently representing Southwark Council, who are offering an initial temporary contract for a period of 3-6 months with a view to be extended or offered a permanent position for the right candidate at a rate which is negotiable dependent upon experience We are looking for a Representation Officer this role will be: SE1 QH The right...

  • Representation Officer

    5 days ago

    Southwark, United Kingdom Belmont Recruitment Full time

    Good Afternoon,I am currently representing Southwark Council, who are offering an initial temporary contract for a period of 3-6 months with a view to be extended or offered a permanent position for the right candidate at a rate which is negotiable dependent upon experienceWe are looking for a Representation Officer this role will be: SE1 QHThe right...

  • Aspiring Assistant Psychologist

    2 weeks ago

    Southwark, United Kingdom EdEx Full time

    Aspiring Assistant Psychologist - Unqualified Q - Are you an Aspiring Assistant Psychologist - Unqualified looking to gain first class hands-on experience ahead of further studies or Assistant Psychologist posts? If so, read below to find out more about this Aspiring Assistant Psychologist - Unqualified opportunity! The school are looking for x5 Aspiring...

  • Learning Support Assistant

    1 month ago

    Southwark, United Kingdom Reeson Education Full time

    Learning Support Assistant Southwark based Primary school (Dulwich location) Start date: ASAP - July 24 Are you looking for the next chapter in your career? If you have sincere aspirations within Speech and Language Therapy, OT, TA experience and/or working with a range of autistic children, some of whom will have social, emotional and mental health...

  • Aspiring Assistant Psychologist

    2 weeks ago

    Southwark, United Kingdom EdEx Full time

    Aspiring Assistant Psychologist - UnqualifiedQ - Are you an Aspiring Assistant Psychologist - Unqualified looking to gain first class hands-on experience ahead of further studies or Assistant Psychologist posts?If so, read below to find out more about this Aspiring Assistant Psychologist - Unqualified opportunity!The school are looking for x5 Aspiring...

  • Spanish Teacher

    3 weeks ago

    Southwark, United Kingdom Wayman Recruitment Group Full time

    Spanish Teacher required April 2024 Brilliant Secondary School based in Southwark Spanish Teacher to join a highly successful and well-resourced departmentWayman Education is looking for a Spanish Teacher to work within an Outstanding rated OFSTED school in Southwark. The successful Spanish Teacher will be expected to teach at KS3 & KS4. The department is...

  • Spanish Teacher

    3 weeks ago

    Southwark, United Kingdom Wayman Recruitment Group Full time

    Spanish Teacher required April 2024 Brilliant Secondary School based in Southwark Spanish Teacher to join a highly successful and well-resourced departmentWayman Education is looking for a Spanish Teacher to work within an Outstanding rated OFSTED school in Southwark. The successful Spanish Teacher will be expected to teach at KS3 & KS4. The department is...

  • Spanish Teacher

    3 weeks ago

    Southwark, United Kingdom Wayman Recruitment Group Full time

    Spanish Teacher required April 2024 Brilliant Secondary School based in Southwark Spanish Teacher to join a highly successful and well-resourced department Wayman Education is looking for a Spanish Teacher to work within an Outstanding rated OFSTED school in Southwark. The successful Spanish Teacher will be expected to teach at KS3 & KS4. The department is...

  • Spanish Teacher

    2 weeks ago

    Southwark, United Kingdom Wayman Recruitment Group Full time

    Job DescriptionSpanish Teacher required April 2024 Brilliant Secondary School based in Southwark Spanish Teacher to join a highly successful and well-resourced departmentWayman Education is looking for a Spanish Teacher to work within an Outstanding rated OFSTED school in Southwark. The successful Spanish Teacher will be expected to teach at KS3 & KS4. The...

  • Learning Support Assistant

    3 weeks ago

    Southwark, United Kingdom Reeson Education Full time

    Learning Support AssistantSouthwark based Primary school (Dulwich location)Start date: ASAP - July 24Are you looking for the next chapter in your career? If you have sincere aspirations within Speech and Language Therapy, OT, TA experience and/or working with a range of autistic children, some of whom will have social, emotional and mental health challenges...

  • Learning Support Assistant

    1 month ago

    Southwark, United Kingdom Reeson Education Full time

    Location: Southwark - Sector: Primary Teaching - Job type: Long-Term Contracts - Salary: £90 - £100 per day - Contact: Sarah Hadfield - Job ref: LSA_1713512823 - Expiry date: 2024-05-19 - Start date: ASAP - Contract Length: Full Time **Learning Support Assistant** **Southwark based Primary school (Dulwich location)** **Start date**: _ASAP - July...

  • Religious Studies Teacher Position Available in Southwark

    2 weeks ago

    Southwark, United Kingdom Wayman Recruitment Group Full time

    Job DescriptionWe are delighted to announce a fantastic opportunity for a passionate Religious Studies Teacher to join our esteemed institution in the vibrant borough of Southwark.Position Details: Job Title: Religious Studies Teacher ?? Type: Full-time ?? Location: Southwark ?? Immediate Start: Yes ??About the Role:As a Religious Studies Teacher, you will...

  • Design and Technology Teacher needed in Southwark

    3 weeks ago

    Southwark, United Kingdom Wayman Recruitment Group Full time

    Wayman Education is looking for a Design and Technology Teacher to work within a unique school based in Southwark.We are seeking a full-time Design and Technology Teacher Join our exceptional school located in Southwark We are looking for an excellent Design and Technology Teacher to join our highly successful and well-resourced department Wayman Education...

  • Design and Technology Teacher needed in Southwark

    2 weeks ago

    Southwark, United Kingdom Wayman Recruitment Group Full time

    Job DescriptionWayman Education is looking for a Design and Technology Teacher to work within a unique school based in Southwark.We are seeking a full-time Design and Technology TeacherJoin our exceptional school located in SouthwarkWe are looking for an excellent Design and Technology Teacher to join our highly successful and well-resourced departmentWayman...

  • Paid Search Executive

    1 month ago

    Southwark, United Kingdom Vodafone UK Full time

    **Location**:The Speechmark, London (Hybrid working) **Salary**: Competitive plus bonus & company benefits **Hours**: 37.5 per week - Monday to Friday This role forms a critical part of Vodafone’s in-house media team, that will take a key role in the Paid Search Channel within the Biddable Media team. This reflects the next phase of digital transformation...