Cx Lead

**Location: Newbury (blended)**
**Salary: Competitive + Vodafone Benefits**

**Hours: Full time (37.5 hours per week - Mon to Fri)**

Vodafone UK’s blended working approach means you’ll come to your contracted hub location office as and when needed to get things done for your role and for tasks that require it, otherwise you will be able to work from home. Our ‘Office in a Box’ home-working kit will be available for all who need it during your onboarding journey.

**Vodafone UK Business are revolutionising how customers use technology and connectivity, ensuring they are ready for today and the digital innovation of tomorrow.**

Reporting to the CXX Senior Programme Manager, this role will be responsible for driving the delivery of the CX strategy and framework across Vodafone Business. With responsibility for the management and optimisation of direct customer/partner sentiment gathering, the postholder will champion differentiated customer feedback to drive CX insight into all segments within Vodafone UK Business. The strong focus of this role is to lead the fix of individual customer issues and use both customer feedback and proactive audits of customer journeys to drive cross-functional projects which address key customer pain-points in order to improve overall customer experience.

**What will you be doing?**
- Responsible for end to end delivery and management of the RNPS detractor programme within Vodafone Business
- Analyses and provides insight of sentiment analysis across all segment BNPS and RNPS surveys
- Owns the execution and leadership of all working groups focussed on customer fixes from the rNPS feedback
- Delivers root cause analysis of issues to feed CX Board recommendations on fixes
- Executes end to end in life audit process of customer journeys for hero products
- Supports CXX Senior Programme Manager with delivery of CX Board for Business programme

**Who are we looking for?**
- Strong project management skills
- Proven experience of driving and embedding change
- Proven ability to drive continuous improvement of processes
- Strong stakeholder management and influencing skills
- Analytical mindset, used to driving insights
- Strong intellectual capabilities

**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 benefits package that can be tailored to suit you and your family, including employee discounts, retail vouchers, pension plan and share schemes. We’re also proud to provide a Reconnect programme with flexibility to support individuals returning to work after a career break and our market-leading parental leave policies. We’re committed to supporting you throughout every step of your career at 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.vodafone.co.uk) under Career Support, for guidance.

**Posting end date: 10th March 2023