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Customer Experience Innovations Analyst

Location: Homebased Working
Salary: Excellent basic salary plus bonus and Vodafone benefits
Hours: Full time 37.5 hours per week – Mon to Fri

Who We Are

We’re a global technology communications company that empowers people and businesses to stay connected and thrive in a digital world. With a focus on innovation, sustainability and earning customer loyalty, we leverage cutting-edge technology to offer products and services that enhance communication and improve lives.

At Vodafone UK, diversity isn’t just a buzzword, it is core to who we are as a company. We’re proud to be certified as a Great Place to Work and are committed to driving inclusion for all; creating a workplace that is fully representative of the communities and customers we serve.

What you’ll do

This analyst role plays a vital role within the small CX Innovations team, supporting the development of our innovation ambitions. Achieving tangible, positive results for customers and the Vodafone business, alike. Leveraging knowledge from across Vodafone and partners, analysing external industry trends and engaging with operational teams and suppliers; this team identifies, then exploit new opportunities.

This role examines industry trends, and identifies customer experience opportunities. Assessing how they could be applied to the Commercial Operations function, plus more broadly across the Vodafone business. You will play an active role in liasing with colleaguees, partners and industry experts, capturing, sharing and gathering feedback on ideas and opportunities.

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  Identify marginal gains that achieve benefits to frontline and back office operations
• Maintain a CX innovation strategic roadmap that transform the customer/Vodafone engagement experience
• Identify opportunities that align to VF-UK strategies e.g. consumer, data, retail and digital strategies
• Measures and tracks the impact of innovations on the customer experience, and business returns
• Build business cases, support the development of proof of concepts in collaboration with operational teams
• Enables clear understanding of innovation opportunities and how to deploy amongst decision makers

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Who you are

• Customer Insights or Business analytics background
• Strategic thinker
• Strong customer & business focus
• Excellent communication skills – ability to balance conflicting interests
• Ability to work in dynamic, high-growth, high-uncertainty environments
• Knowledge of customer contact platforms & systems (CRM, IVR, bots, social, case mgmt. tools, diagnositics)
• Ability to analyse and interpret data
• Competency at MS Office (incl. excel – macros/v looks ups)
• AWS/ GCP / SQL

Worried that you don’t meet all the desired criteria exactly? At Vodafone we are passionate about Inclusion for All and creating a workplace where everyone can thrive, whatever their personal or professional background. If you’re excited about this role but your experience doesn’t align exactly with every part of the job description, we encourage you to apply as you may be the right candidate for this role or another role, and our recruitment team can help you see how your skills fit in.

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, market leading parental leave policies and an innovative Reconnect programme for people who have taken a career break.

Together we can

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, for example, extended time or breaks in between online assessments, a sign language interpreter, or assistive technology, please refer to the Accessibility section of our Careers website (https://careers.vodafone.com/uk/applying-to-vodafone/) for guidance.