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Customer Experience Improvement Manager

2 months 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.
  • Manage the offshore VOIS team (18 FTE) who triage complaints through the dashboard.
  • Develop and innovate tools via PowerApps to drive improvements to frontline and customer experience.

Requirements

  • Proven customer experience and continuous improvement experience.
  • Strong communication skills with the ability to engage up to senior level.
  • Ability to review, interpret, and draw conclusions from multiple data sources.
  • Experience managing direct reports.
  • Project and Programme Management skills.

About Vodafone UK

Vodafone UK is committed to creating a workplace that is fully representative of the communities and customers we serve. We believe that through collaboration and connection with our colleagues, we can achieve great things. Our hybrid working approach allows our people to work both in the office and at home, providing the flexibility and resources needed to succeed in their roles.