Customer Experience Improvement Specialist

Customer Experience Improvement Specialist

Location: Hybrid – London based, 2 days per week at The Speechmark
Working hours: Full time 37.5 hours per week – Mon to Fri
Salary: Excellent basic salary plus bonus and Vodafone benefits

At Vodafone UK we believe that through collaboration and connection with our colleagues 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. We don't require you to be in on specific days; instead, we ask people to come into the office 2-3 days each week, on average 8 days a month. Our “Office in a Box” home working kit will provide you with everything you need, no matter where you are.

Who We Are

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.

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.

What you’ll do

The Customer Improvement team plays a crucial role within the end to end Customer Experience team, focused on identifying and implementing the customer experience changes necessary to achieve our strategic goals. They oversee all aspects of frontline Customer Experience, including tracking customer experience KPIs, TNPS, complaints management, and conducting mystery shopping.

• You will partner with our operational frontline teams to identify areas of improvement across all metrics to meet our goals.
• You will use insight gained from analysis of Customer Experience Metrics and trends, to create detailed and meaningful insight into Customer high and low points.
• You will maintain improvement plans for partnered operational area including initiatives delivered, tracking actions and ensuring improvement or burndown is clearly articulated and delivered in line with goals.
• You will manage the day to day running of Mystery Shop programme for Commercial Operations.
• You will identify best in class customer journeys across external markets for adoption into Vodafone.
• You will manage the day to day running of TNPS for consumer sales.

Who you are

• You will have experience dealing with senior stakeholders.
• You will be analytical and able to derive and showcase actionable insight 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.

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 and market leading parental leave policies.

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.