CX Specialist London, England
Job description
Customer Experience Specialist
Location: London Speechmark + (Hybrid Working)
Salary: Excellent basic salary plus bonus and Vodafone benefits
Working Hours: Full time 37.5 hours per week – Mon to Fri
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.
The Mobile Marketing team within Vodafone Consumer is focused on growing Vodafone’s market share by bringing to market innovative, customer-oriented propositions that embody our challenger spirit and achieve our ambition to be #1 for Customer Experience.
What you’ll do
The CX Specialist will be responsible for establishing and managing a roadmap of initiatives to improve in-life customer experience across Mobile:
Analysis to identify key CX drivers and underlying issues to fix or opportunities to improve- Determining the most impactful improvements and changes to prioritise considering customer and commercial trade-offs
- Working with key stakeholders to identify customer focused solutions and hold others to account to deliver fixes and improvements
- Supporting the management and coordination of the overall Mobile CX roadmap, ensuring initiatives are on track to deliver, escalating as required, quantifying the impacts and providing CX updates for senior stakeholders and forums
- Coordination, delivery and reporting of improvement projects
- Determining the key drivers of customer experience using multiple qualitative and quantitative data sources
- Conducting deep dive analysis to identify root cause
- Prioritisation of CX issues and opportunities
- KPI and insight development
Who you are
The ideal candidate will be passionate about customer experience, highly curious, a structured analytical thinker, and possess strong stakeholder management skills.
- Data driven mindset, with experience of translating large and varied sources of qualitative and quantitative data into actionable insight
- Structured thinking and problem solving – ability to decompose complex problems into a set of clear actions
- Communication skills – ability to present complex information simply
- Stakeholder management – evidence of getting things done together and through others
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.
#LI-Hybrid
Consumer:
Be a part of Vodafone UK Consumer team where creating and developing products, services and propositions is at the forefront. From the way we interact with our customers, to how we communicate in our campaigns and create data-driven propositions, this is where some of our best ideas are brought to life.
