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Customer Experience Squad Manager

Location: Stoke + (Hybrid Working)
Salary: Excellent basic salary plus bonus and Vodafone benefits
Working Hours: Full time 37.5 hours per week (part-time will be considered)

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  Hybrid

At Vodafone UK we believe that through collaboration and connection 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 you need to succeed in your role. Our “Office in a Box” home working kit will provide you with everything you need, no matter where you are.

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

As a Customer Experience Manager, you’ll lead a team of CX Specialists and play a key role in supporting Vodafone UK to become #1 for Customer Experience.

You will have the confidence and ability to present and influence to Executive level, and deliver customer experience improvement initiatives for your owned area of accountability across Consumer and Business.

Using your experience of operations, process improvement, agile methodologies and commercial acumen, you’ll support the reduction of complaints, complexity and cost through improved customer experiences.

You/your team will be responsible for delivering end to end improvements – from investigation of problem statement, redesign of customer journeys/processes and delivery of improvement initiatives.

Who you are

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  You will have excellent leadership skills, developed through line management and/or leading virtual teams
• You will have experience presenting to Senior-level stakeholders
• You will have a background in Customer Experience – journey mapping, process improvement, change management
• You will have great analytical skills with an ability to gain insights to create an action plan
• You will be passionate about the Customer and enjoy delivering improvements that can be quantified

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.