Senior Customer Experience Manager Stoke-on-Trent, England
Job description
Location: Stoke + Hybrid
Salary: Excellent basic salary plus bonus and Vodafone benefits
Working Hours: Full time 37.5 hours per week – Mon to Fri
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 the Senior Customer Experience manager will lead a team of customer experience experts to drive continuous improvements based on customer centric insights and govern our complaint processes to regulatory standards.
You will be responsible for the generation of rich customer insight from the analysis of complaint, virtual mystery shop (VMS) and tNPS data that is the basis of process improvement activity for the CX squads, product and operational teams across the business.
Using your experience of Customer journey analysis and mapping, Operations, Process improvement, Agile Methodologies and Commercial acumen you will support the team and own targets across specific areas including best customer experience, complaint reduction (owning complaint governance) and minimizing of back office processes.
Key Performance Indicators include:
- Complaint reduction
- tNPS
- Virtual Mystery Shop performance
- Call propensity
- Cost reduction
- Budget management: Capex and business case delivery. Post implementation reviews
Who you are
- Ability to translate the needs of the business to an excellent customer experience.
- Thorough and methodical approach to understanding the E2E customer journeys & experience.
- Strong stakeholder management skills enabling cross-functional collaboration.
- Experience leading happy, high-performing teams through change.
- Strong influencing & negotiating skills.
- Applied thinking to provide practical solutions to challenging problems.
- Good presentation skills – up to C level.
- Solid understanding of the principles of Estate launch readiness.
- Good Commercial acumen.
- Worked within Agile principles and approach.
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.
