Customer Experience Specialist

2 weeks ago

London, United Kingdom Vodafone Full time

**Customer Experience Specialist**:
**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 journey as a challenger mobile brand 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 proactively identifying 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 customer focus will be key to identify and facilitate trade-off discussions and make recommendations on where to focus next.

CX Programme Specialists are true all-rounders who relish shaping and driving the customer experience through a blend of strong analytical and programme management skills, motivating people and collaborating across functions to achieve our CX programme ambitions. Examples of what you could be working on include: the PAYM CX strategy and roadmap, analytics briefs, coordinating and facilitating programme meetings, delivering fixes for customer pain points and working with the wider business to grow customer loyalty through communications, new propositions and campaigns.

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 drive continuous 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
2. Ability to distill a range of information sources to define the most impactful improvements and changes to prioritise
3. Strong Commercial and Portfolio knowledge across PAYM, demonstrated by previous roles within this category, either in Segment, COPS, CX or Base
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 proud to 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 supporting you 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 the Accessibility section of our Careers website (careers

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