Customer Experience Improvement Manager

3 days ago


StokeonTrent, Stoke-on-Trent, United Kingdom Vodafone Full time

About the Role

We are seeking a highly skilled Customer Improvement Manager to join our Vodafone UK Consumer team. As a key member of our E2E CX team, you will be responsible for driving customer experience improvements across our frontline operations.

Key Responsibilities

  • Partner with operational colleagues to identify areas of improvement and develop actionable insights to enhance customer experience.
  • Own the complaints dashboards and deliver innovative solutions to frontline teams to improve customer satisfaction.
  • Lead the Agent Error Complaints Workstream, identifying thematic opportunities to reduce agent error through system, process improvement, or training.
  • Develop and innovate tools via PowerApps to drive improvements to frontline and customer experience.

Requirements

  • Proven experience in customer experience and continuous improvement.
  • Strong communication skills with the ability to engage with senior-level stakeholders.
  • Ability to review, interpret, and draw conclusions from multiple data sources.
  • Experience managing direct reports and leading projects/programmes.

About Vodafone UK

Vodafone UK is committed to creating a workplace that is fully representative of the communities and customers we serve. We are proud to be certified as a Great Place to Work and are dedicated to driving inclusion for all.



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