Customer Experience Transformation Lead

6 days ago

London, Greater London, United Kingdom Vodafone Full time

About the Role


We are seeking a Customer Experience Transformation Lead to join our team at Vodafone UK. As a key member of our Consumer team, you will play a crucial role in driving customer experience improvements across all aspects of our business.



Job Description



  • You will partner with operational frontline teams to identify areas of improvement and develop strategies to meet our goals.
  • You will use data analysis to create actionable insights into customer pain points and develop meaningful recommendations for improvement.
  • You will lead the development and implementation of improvement plans, tracking progress and ensuring clear communication with stakeholders.
  • You will manage the day-to-day running of our Mystery Shop programme for Commercial Operations, identifying best practices and implementing changes to improve customer experience.
  • You will source and implement best-in-class customer journeys from external markets, enhancing our services and meeting customer expectations.
  • You will oversee the management of TNPS for consumer sales, ensuring seamless execution and continuous improvement.


What You'll Need



  • Experience working with senior stakeholders, developing and maintaining effective relationships.
  • Analytical skills, with the ability to derive actionable insights from customer data and communicate findings effectively.
  • Strong influencing and engagement abilities, with the capacity to manage a variety of internal and external stakeholders.
  • Advanced skills in Microsoft Excel, PowerBI, and PowerApps, with expertise in data analysis and visualization.


Benefits and Remuneration


As a valued member of our team, you can expect an excellent basic salary of £65,000 per annum, plus bonus and comprehensive benefits package, including hybrid working arrangements and opportunities for professional growth and development.



About Us


Vodafone UK is committed to creating a diverse and inclusive workplace, where every individual has the opportunity to thrive. We value collaboration, innovation, and customer-centricity, and strive to make a positive impact on the communities we serve.



Location and Working Arrangements


This role is based in London, with flexible working arrangements that include two days per week at The Speechmark office and three days remote working. Our hybrid working approach enables you to balance work and personal life while contributing to the success of our team.



How to Apply


Please submit your application, including your CV and a cover letter, to [insert contact information]. We look forward to hearing from you

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