Customer Journey Design & Improvement Senior Specialist

  1. Full Time
  2. Customer Relationship Management
Posting date:04 Feb, 2019
We are seeking a  of  Vodafone Turkey.
End2End customer journey design of the new products & services & campaigns
  • Approval of the launch of a new product & service from the customer experience perspective
  • Setting and tracking KPI’s for product & service & campaign journeys
  • Running the NPS improvement projects
  • Regular assessment of Current Product & Service Journeys 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 missing journeys and the gaps in the current journeys and develop / improve them with Service Designers
  • Gather customer feedback from all touch points, operational and customer KPI’s; track and publish segment & product based CX dashboard
  • Agile IT team management
  • Knowledge management system coordination and management
  • Coordination of all customer operations units before product/service/campaign launch in order to make required planning purpose. 
  • Present Customer Operations team in the process related projects that touch customers for coordination and designing end to end processes.
  • Lead/coordinate cross-functional Voice of Customer initiatives to drive continuous service improvement in Consumer business unit, 
  • Enable correct, consistent and comprehensible customer communication & language through all channels
  • Identify the gaps in the current journey and develop / improve them with Service Designers 
  • 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 is preffered)
    • English is not a plus is an asset
    • 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)
    • Customer focused
    • Takes personal responsibility
    • Listens and understands customer needs
    • Works effectively in a changing environment
    • Stress management
    • Minimum 2 years work experience

    Life at Vodafone

    James "Vodafone changed my life"

    Meet Mel, LGBT+ friend