CUSTOMER EXPERIENCE SPECIALIST

Location.
Hybrid – Stoke office 2 days per week Salary.
Excellent basic salary plus bonus and Vodafone benefits Working Hours.
Full time 37.
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.
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 Experience Squads sit within the E2E CX team, with a key focus of improving customer experience by reducing complaint volume and delivering change to in-life journeys.
Working within the squad, you will have a focus of a sub set of complaint areas, as determined by the Complaints Reduction Programme, with a focus to deliver cost and customer experience improvement to the business and improve processes using your operational knowledge and process and continuous improvement techniques.
Digging Deep.
You’ll figure out why customers are having issues and what’s causing them to reach out or complain.
Making Things Better.
You’ll design and put into action process improvements that actually show results.
Managing Improvements.
You’ll handle a list of customer experience improvements based on data from the Complaints Dashboard App and BI dashboards.
Reporting and Governance.
You’ll present your findings and complete actions based on the Complaints Operating Model.
Tracking Success.
You’ll keep an eye on how well your improvement projects are doing.
Who you are   Operational Savvy.
You know the ins and outs of frontline and business systems and processes.
Influencer.
You can engage and influence people up to the Senior Manager level.
Improvement Guru.
You’ve got experience in delivering business improvement initiatives.
Methodology Pro.
You’re familiar with Agile, Six Sigma, and Lean.
Analytical Thinker.
You can conduct root cause analysis and follow team methodologies.
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.
odafone.
om/uk/applying-to-vodafone/) for guidance.
#vodafoneuk Vodafone is committed to attracting, developing and retaining the very best people by offering a motivating and inclusive workplace in which talent is truly recognised and rewarded.
We are committed to promoting Inclusion for All with the belief that diversity plays an important role in the success of our business.
We actively encourage everyone to consider becoming a part of our journey.