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Customer Experience & Transformation Manager

Posting Country:  New Zealand
Date Posted:  08-May-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.

Position Information

Tihei mauri ora! Tēnā koutou katoa.
“Behold, there is life! Acknowledgement to all.”

The opportunity to be truly remarkable and progress your career are important to us at Vodafone Aotearoa. From solving individual customer problems to leading multiple teams, this is what a career in Te Tiri Arohia looks like.

Join us on our journey in creating a better future for Aotearoa New Zealand with remarkable people doing remarkable things.

A Bit About The Role

Reporting to the Head of Care, the CX Transformation Manager will be responsible for leading up to 4 Ti Tira Arohia teams to drive and deliver a best in class and consistent level of customer experience by optimising Arohia performance.  In end state will deliver revenue outcomes and manage a profit and loss associated with the Arohia as sales & value add become an integral part of the Arohia responsible for developing the Arohia team ways of working, championing functional excellence, increasing the skills of all team, ensuring standards are always maintained. 

On this role, the CX Transformation Manager will develop and champion the Arohia ways of working to enhance employee and customer experience.

What Will I Be Doing?

On this role you will display your CX & transformational experience within contact centre teams, as well as your critical thinking and people leadership’s skills. You will work closely with the senior executive and broader management team with the ultimate goal of continually improving our customer experience (CX) and employee experience. You will also:

  • Demonstrate owning it through people leadership accountability for capability and performance of the Arohia team.
  • Be accountable for overall development of the quality framework and associated assessment process to ensure great customer outcomes
  • Support DX delivery, understanding the changing nature of customer interactions and the best way to service them 
  • Lead and role model Vodafone behaviours and AROHIA ways of working (business agility, growth mind-set, cross functional teams) 
  • Optimise Arohia operations and efficiency to maintain and improve KPIs.  This includes accountability for Arohia workforce management and operational management of cases.
  • Develop processes and a culture focussed on Continuous Improvement
  • Ensure staff, contractors or supply chain partners have the resources, skills and capability to undertake their role safely. 

What Will I Bring?

You’re a leader with a vision, guiding multiple teams to deliver great results. You are relentless in your focus on Customer Experience. Using insights, you build advocacy and strong connections across the organisation, ensuring everyone plays their part in helping deliver game changing customer outcomes. You will also bring to the role:

  • Strong Operational background in service environment
  • Agile experience, or an understanding of cross-function team ways of working in an agile environment
  • Strong leadership and coaching experience in large teams
  • Leadership and culture building experience
  • Change management and embedding of change experience
  • Strong commercial acumen and understanding of the operational drivers to improve service performance
  • Strong relationship building skills with peers and stakeholders.  
  • Collaborative working style
  • Self-motivated and driven for success

At Vodafone, performance is not only about what we deliver within our role, but also how we deliver it. We are Fanatical about customers; we Simplify & act now; we Own it; and we Front up with feedback. Our behaviours are driven from the front by our people who live them every day.

Joining the Vodafone whānau will stretch you, challenge you and provide opportunities you’ve been seeking to expand your career. You’ll engage in unique workplace experiences, be exposed to exciting and innovative technology, and gain opportunities for learning beyond Aotearoa.

Me mahi tahi tātou mo te oranga o te katoa. 
“We work together for the benefit of all”

Our 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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