Customer Experience Specialist

4 weeks ago

StokeonTrent, Stoke-on-Trent, United Kingdom Vodafone Full time
About the Role

We are seeking a highly skilled Customer Experience Specialist to join our team at Vodafone UK. As a key member of our E2E CX team, you will play a crucial role in improving customer experience by reducing complaint volume and delivering change to in-life journeys.

Key Responsibilities
  • Establish root cause of customer experience statements that are driving customer contact or complaints.
  • Design and implement process improvement, with demonstrable benefit realisation.
  • Take accountability to create and fix a backlog of customer experience improvements based on supplied Complaints data from the Complaints Dashboard App and BI dashboards.
  • Present findings through Complaints Reduction Governance and complete actions assigned based on the Complaints Operating Model.
  • Take responsibility for monitoring the success for individually assigned improvement projects.
Requirements
  • You will understand the frontline and business systems and processes, enabling effective root cause analysis.
  • You will have the ability to engage and influence up to Senior Manager level, indirect management of range of business stakeholders.
  • You will have experience of delivering business improvement initiatives.
  • You will have experience of Agile, Six Sigma, Lean.
  • You will have the ability to conduct root causes analysis and follow set team methodologies.
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 and market leading parental leave policies.

Why Join Us

Vodafone UK are regulated by the Financial Conduct Authority and all offers of employment for this role are subject to background checks, including criminal (DBS) and financial checks to meet the regulators standards. If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, please refer to the Accessibility section of our Careers website (https://careers.vodafone.com/uk/applying-to-vodafone/) for guidance.

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