VodafoneThree Customer Experience Specialist

Were creating something special. We are joining forces to create the biggest mobile network provider in the UK. Through our collective strengths and talents we will transform customers experience and create a best-in-class network for coverage connectivity and reliability delivering greater value and more choice for the nation than ever before. 

There are very few moments in our careers where we can feel the ground shifting beneath us where we can sense that something bigger than weve known before is taking shape. Were not just building a company. Were going to build a culture a legacy and a future to be proud of. This will require remarkable leadership and together we can set the standard in the industry and beyond for both customer and employee experience in what it is a career-defining opportunity. 

The customer experience specialist will support the development and delivery of the Mobile CX plan proactively monitoring KPIs to identify key drivers and prioritise the most impactful improvements. They will ensure clear problem statements define required fixes based on insight and drive plans that transform customer experience

What youll do 

• Identify the key drivers of customer experience (CX) and generate actionable insights to shape programme direction and support informed decision making.  
• Analyse call and complaint drivers to uncover underlying issues and lead the development and execution of plans to address root causes.  
• Support the prioritisation of CX initiatives including defect fixes change requests and remediation activity.  
• Drive improvement through the coordination delivery and reporting of CX initiatives ensuring clear ownership and measurable outcomes.  
• Lead specific mobile-focused workstreams as required ensuring alignment to overall CX strategy.  
• Oversee regulatory CX performance ensuring full compliance across all customer channels. 
• Champion the interpretation and application of rNPS and deep detractor insights promoting their value and embedding them across multichannel stakeholder teams.
• Use available tools and data to map and analyse key customer journeys identifying pain points and moments of truth and engage stakeholders to drive insight led action.
• Build strong relationships with key stakeholders confidently challenging performance and influencing change to improve the customer experience.

Qualifications :

Who you are

• Solid understanding of Ofcom and FCA requirements with the ability to assess how regulation impacts customer journeys and communicate risks or required improvements clearly and at pace.
• Skilled at generating and analysing qualitative and quantitative data distilling it into actionable insights that influence priorities and deliver measurable improvements.
• Proven project management capability delivering insight led CX improvements through cross functional collaboration and strong influencing skills.
• Strong written and verbal communication skills with the ability to simplify complex issues while maintaining accuracy and impact.
• Demonstrated experience working with and influencing stakeholders at multiple levels including third party partners to drive alignment and action.

Additional Information :

Need to know

We are regulated by the Financial Conduct Authority and all offers of employment for this role are subject to background checks including criminal (DBS) and financial checks to meet the regulators standards.

We believe everyone should have the opportunity to interview for a role that matches their collaboration with our Talent Diversity & Inclusion teams and our employee-led DEI Networks we identified a range of reasonable adjustments to help you feel comfortable and perform at your best self during the interview process. If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey for example extended time or breaks in between online assessments a sign language interpreter or assistive technology please contact your recruiter directly or email for guidance.

We use AI in different parts of our business to boost innovation improve efficiency and create new opportunities. We know many candidates use AI to fine-tune their CVs or prepare for interviews but what we really care about is your unique experiences and achievements.

During the interview we want you to rely on your own knowledge and skills to show us who you really areyour personality creativity and abilities. Above all were looking for authenticity and cant wait to get to know the real you.

 #VodafoneThree

Remote Work :

No

Employment Type :

Full-time