Customer Journey Design&Improvement Executive - Fixed

  1. Full Time
  2. Customer Relationship Management
Posting date:13 Feb, 2019
We are seeking a Customer Journey Design&Impr. Exec.-Fixed with the will and ambition to work in high performing Vodafone Team responsible for Leading Digital Transformation in Turkey, reporting to Customer Journey Design&Impr. Manager of  Vodafone Turkey.
E2E journey design of Fixed business  
  • Make use of market insights, NPS analysis as well as churn surveys and deliver customer interaction analysis for call center, sales and digital channels. Interpret these analysis and identify customer turn offs and critical improvement areas. 
  • Setting and tracking KPI’s for the journey episodes and developing alarm mechanisms to take the right response on time
  • Lead/coordinate cross-functional Voice of Customer initiatives to drive continuous service improvement in Enterprise business unit, 
  • Running the NPS improvement projects related to the journey episode
  • Regular assessment of Journey Episodes considering customer’s point –of-view and «Journey Design Guiding Principles»
  • Digitalize and automatize all customer journeys with ensuring highest customer satisfaction
  • Enable correct, consistent and comprehensible customer communication & language through all channels
  • Identify the gaps in the current journey episodes and develop / improve them with Journey Managers
  • Gather customer feedback from all touch points, operational and customer KPI’s; track and publish journey episode based CX dashboard
  • Uses «Service Design Thinking» methodology during design
  • Has in-depth knowledge of agile working methodology
  • Work collaboratively & constructively with Segments, Products & Services, CVM, Market Insights, online, sales and other Customer Experience unit teams. Drive alignment with internal stakeholders around delivering the absolute customer satisfaction, and help to streamline this delivery.
  • What is it like to work at Vodafone? 
    Working at Vodafone is all about helping people feel ready to benefit from new technology, bring the future to even the most remote places and thinking about technology that doesn’t exist yet. 
    Here at Vodafone, we do amazing things to empower everybody to be confidently connected, that could be anything from providing superfast network speed for smartphones to making people’s lives easier with mobile payment, streaming music & video and connecting devices through internet of things. 
    Vodafone is a place where you can bring your whole self to work as you start your career.
    • University degree (engineering or management)
    • English is must
    • Analytical thinking
    • Sees big picture as well as details
    • Strong people and team communication and coordination skills
    • Strong follow-up skills and ability to work under pressure and challenging targets
    • Works effectively in changing environment
    • Excellent presentation skills (both powerpoint preparation and presentation to management)
    • Ability to analyze data and use related tools (Excel, Business Objects)
    • Project management experience
    • Customer focused
    • Takes personal responsibility
    • Listens and understands customer needs
    • Works effectively in a changing environment
    • Stress management
    • Minimum 4 years experience

    Life at Vodafone

    James "Vodafone changed my life"

    Meet Mel, LGBT+ friend