Customer Experience Improvement Manager
2 days ago
About the Role
Vodafone UK is seeking a highly skilled Customer Improvement Manager to join our 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 dashboard 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 using 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/programs.
About Vodafone UK
Vodafone UK is committed to creating a workplace that is fully representative of the communities and customers we serve. We're proud to be certified as a Great Place to Work and are dedicated to driving inclusion for all.
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