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Customer Experience Specialist

Posting Country:  United Kingdom
Date Posted:  03-Apr-2021
Full Time / Part Time:  Full Time
Contract Type:  Permanent

At Vodafone, we’re working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it's our human spirit, together with technology, that empowers us to achieve this. 

We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together.

With us, you can be truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.

Programme Specialist (Customer Experience)

Location:   The Speechmark, London, Southwark (Full-time remote working during COVID-19)
Salary: Competitive 
Hours:   37.5 hours (Monday-Friday)


Safety Notice: To ensure candidate and employee safety, we are continuing with our virtual hiring and onboarding processes until further notice.  



Be a part of Vodafone UK Consumer where digital is at the forefront of everything we do. From the way we interact with our customers, to how we communicate in our campaigns and create data-driven propositions.




What will you be doing? 

As a Customer Experience Programme Specialist you will be responsible for managing the Customer Experience (CX) and NPS across Pay Monthly in the UK Consumer Business. You will help establish and manage a clear plan and roadmap, quantifying the NPS impact and proactively identifying risks and opportunities. You will be responsible for coordinating the PAYM CX Programme, working with key stakeholders to drive changes and ensure appropriate decision points, actions and information are managed. 


Core responsibilities include providing insight on what is driving NPS performance and identifying positive change opportunities to ensure we have action plans in place to transform our performance. Strong commercial and customer focus will be key to identify and facilitate trade-off discussions and make recommendations on where to focus next. Examples of what you could be working on include: the PAYM CX strategy and roadmap, analytics briefs, coordinating and facilitating programme meetings, delivering fixes for customer pain points and working with the wider business to grow customer loyalty through communications, new propositions and campaigns.




Who are we looking for?  

•    Good commercial and portfolio knowledge across PAYM desirable 
•    Experience in a similar programme management role – ideally cross-channel experience
•    Ability to distil data into powerful and actionable insights
•    Ability to build strong relationships
•    Strong influencing skills
•    Ability to present complex problems in a simple way



What’s in it for you?

An excellent remuneration and bonus package with 28 days holiday entitlement, in addition to bank holidays and paid leave for charity projects. We offer an extensive and flexible benefits package that can be tailored to suit you and your family. From our market-leading parental leave policies through to employee discounts, retail vouchers, pension plan and share schemes we are committed to supporting you throughout your career with Vodafone.



Together we can 




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.

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