Customer Journey Design Senior Associate Manager
We are seeking a Customer Journey Design Associate/Senior Associate Manager with the will and ambition to work in high performing Vodafone Team responsible for Leading Digital Transformation in Turkey, reporting to Customer Journey Design&Improvement Manager of Vodafone Turkey.
The accountabilities of this role are:
Working in an agile environment, E2E design of product journeys in accordance with digitalization strategy with ensuring customer satisfaction
Together with internal stakeholders, defining the customer personas and gathering voice of customer from several channels, tools, reports
Turning Voice of Customer into exact customer needs and project requirements
Using customer needs in designing journeys and gives input to product owners and commercial leads.
Documenting customer journey maps, providing standardization, creating journey database for further use.
Setting journey specific KPIs for the journey episodes and developing alarm mechanisms to take the right response on time
Leading/coordinating cross-functional Voice of Customer initiatives to drive continuous service improvement
Identify the gaps in the current journeys and develop/improve them with internal stakeholders.
Collecting and tracking continuous service improvement activities
Regular assessment of Journey Episodes considering customer’s point –of-view and «Journey Design Guiding Principles»
Publishing journey based scorecards
Uses «Service Design Thinking» methodology during design
Always acting as the advocate of customers
Work collaboratively & constructively with product owners, commercial and business development lead from different squads and other non-agile units in the company. Drive alignment with internal stakeholders around delivering the absolute customer satisfaction, and help to streamline this delivery.
University degree (engineering or management)
English is must
Ability to analyze data and use related tools (Excel, Business Objects)
Sees big picture as well as details
Strong interpersonal, team communication and coordination skills
Strong follow-up skills and ability to work under pressure and challenging targets
Works effectively in changing environment
Has in-depth knowledge of agile working methodology
Has an understanding of service design methodologies, design thinking approach
Experience in omni-channel process design in a cross functional environment like call centre, sales operations, etc..
Excellent presentation skills (both power point preparation and presentation to management)
Takes personal responsibility, self-starter
Listens and understands customer needs
Minimum 4 years experience
Would you like to be a member of a fast growing organization? In Vodafone Shared Services Budapest, we maximize value with everything we do, from Operational Excellence to Next Generation Services.
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