Customer Experience Improvement Specialist
1 week ago
About the Role
We are seeking an experienced professional to join our team as a Customer Experience Improvement Specialist, based in London. As part of our hybrid working approach, you will have the flexibility to work from home or in our office 2-3 days per week.
Your primary responsibility will be to identify and implement customer experience changes necessary to achieve our strategic goals. You will oversee all aspects of frontline customer experience, including tracking key performance indicators (KPIs), complaint management, and mystery shopping.
Main Responsibilities
- Partner with operational frontline teams to identify areas of improvement across all metrics to meet our goals.
- Use insight gained from analysis of customer experience metrics and trends to create detailed and meaningful insights into customer high and low points.
- Maintain improvement plans for partnered operational areas, including initiatives delivered, tracking actions, and ensuring improvement or burndown is clearly articulated and delivered in line with goals.
- Manage the day-to-day running of the Mystery Shop programme for Commercial Operations.
- Identify best-in-class customer journeys across external markets for adoption into Vodafone.
- Manage the day-to-day running of TNPS for consumer sales.
About You
- You will have experience dealing with senior stakeholders.
- You will be analytical and able to derive and showcase actionable insights from customer data and visualise in a simple way.
- Strong influencing and engagement abilities to effectively manage a variety of internal and external stakeholders.
- You will have advanced skills in Microsoft Excel for data analysis, along with strong expertise in PowerBI and PowerApps.
Salary and Benefits
The estimated salary for this role is £60,000 - £80,000 per annum, depending on experience. In addition to your salary, you will receive excellent bonus and benefits packages, including a hybrid working kit and access to our Employee Assistance Programme.
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