Customer Journey Testing Specialist

7 months ago


StokeonTrent, United Kingdom Vodafone Full time

**Customer Journey Testing Specialist**:
Location: Stoke - 4 days per week onsite at the Stoke Contact Centre

**Salary**: Excellent basic salary plus bonus and Vodafone benefits
Working Hours: Full time 37.5hrs Weekly - Mon to Fri

At Vodafone UK we believe that through collaboration and connection we can achieve great things. Our hybrid working approach allows our people to work both in the office and at home, providing the flexibility and resources you need to succeed in your role. Our “Office in a Box” home working kit will provide you with everything you need, no matter where you are.

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.

What you’ll do
Vodafone’s Consumer vision is to become #1 for customer experience, #1 Best Place to work and #1 for Convergence, under pinned by “Trusted Digital Partner”. Within Central Operations, we not only want to provide the best possible experience for our customers, we understand that this is only possible by ensuring that our frontline and customers are supported by both ensuring our operation is 100% functional 24/7 and by driving our business forward through new operational improvements. This is a critical role within Commercial Operations ensuring that our customers journey is tested fully on new initiatives.

As a Consumer Journey Testing Specialist, you will be accountable for the customer experience testing of all new product and proposition initiatives assigned to you, working closely with all of Commercial Operations, Consumer and wider organisational stakeholders (including 3rd parties) to own the end-to-end Testing plan for new segment initiatives.

You will be responsible for the communication of initiative plans to your business stakeholders, keeping them informed on progress, acting as the single source of “truth” for all consumer experience/customer journey testing.
The role will share and collaborate with the wider Testing, Commercial Operations & Consumer teams to ensure inputs are captured and aligned in the overall Consumer initiative plan. You must be able to operate with awareness of in-flight initiatives across Vodafone UK (particularly in Consumer and IT) to ensure that your projects are run effectively in this wider business context and decisions are made with full understanding of knock-on impacts and wider business trade-offs.

As a Customer Journey Testing Specialist your key responsibilities will be:

- Visible and proactive ownership of the testing plan for all initiatives assigned. Work effectively and pro-actively with customer-obsessed internal stakeholders, understanding and supporting their business goals.
- End to end ownership of testing process: requirements gathering, creation and business approval of test plan, creation and approval of test journey execution plans, resourcing & assets planning, defect & issue management, governance, and progress reporting.
- Manage day to day third party relationships with test agencies.
- Make appropriate business decisions that benefit the testing delivery and Vodafone, but able to escalate when required. Compiling clear and concise options and recommendation for senior leaders.
- Identify and manage roadmap / execution risks, challenges, and dependencies, proactively intervening to remove roadblocks.

Who you are

To be successful in this role, it is essential to have:

Knowledge of customer journeys through design, testing and deployment
- Ability to communicate complex plans and issues with senior managers and key stakeholders
- High level of planning and organisational skills
- Demonstrated ability to work under high pressure and to tight timescales
- Ability to define problems, collate data, establish facts and draw valid conclusions and seek resolution
- Project Management and Stakeholder Management skills would be highly desirable

What we offer
We believe that taking care of our employees is the key to their success. That is why we offer an excellent remuneration and bonus package with up to 28 days holiday entitlement, in addition to bank holidays and paid leave for charity projects. We offer an extensive benefits package that can be tailored to suit you and your family, including employee discounts, retail vouchers, pension plan and share schemes. We take pride in our commitment to supporting you at every stage of your career by providing top of the range learning and development tools, market leading parental leave polic


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