VodafoneThree - CX Data & Insight Lead in Stoke-on-Trent

About this role

VodafoneThree – an inclusive employer and member of myGwork – offers a position in our Consumer Operations CX Insight team. The role is based in Stoke‑on‑Trent Contact Centre+ Hybrid.

Location

Stoke‑on‑Trent Contact Centre+ Hybrid

Working hours

Full time 37.5 hours per week – Monday to Friday.

Hybrid working

You will work both in the office and at home; the expectation is 2‑3 days in the office per week, totaling at least 8 days per month. Work with your line manager to understand specific expectations.

Role description

As the CX Data & Insight Lead you will deliver accurate, timely customer experience insight that informs decision‑making across VodafoneThree.

Responsibilities

• Lead the development and delivery of CX and complaint MI, dashboards and reporting across Customer Experience Insight.
• Ensure CX data is accurate, consistent and timely, enabling teams across the business to confidently use insight to drive action.
• Interpret CX performance trends, risks and headwinds by bringing together data from complaints, contacts, RCA outputs and CX frameworks, turning this into senior‑ready insight.
• Own the CX insight narrative, translating complex data into clear, compelling stories that explain customer outcomes and performance drivers.
• Oversee CX data models and dashboard optimisation, working closely with CX Data & Insight Leads and central Data and BI teams.
• Identify and deliver opportunities to automate reporting and insight using tools such as Power BI, Power Automate and PowerApps, reducing manual effort.
• Produce compelling content for CX Boards and executive forums, partnering with RCA, Complaints Governance and Customer Improvement teams to ensure a single, aligned view of CX performance.

Qualifications

• Proven experience and confidence working independently with Power BI and Power Apps, owning end‑to‑end dashboarding, reporting and automation while applying sound technical judgement within a CX insight environment.
• Insight‑led thinker, able to connect data, trends and RCA findings into a clear and compelling CX performance story.
• Keep the customer at the heart of everything, ensuring insight and automation efforts focus on improving real customer outcomes.
• Communicate complex information clearly, creating visually engaging dashboards and narratives that resonate with senior stakeholders.
• Bring a consistent and considered approach to delivery, ensuring reporting and BI improvements are completed to a high standard.
• Committed to continuous improvement, coaching and supporting analysts while looking for ways to automate, streamline and strengthen insight delivery.

Benefits

We care about our people’s success by offering a competitive base salary plus bonus, up to 28 days off plus bank holidays, paid time for charity work, and a benefits package that can be personalised for you and your family (including discounts, vouchers, a pension plan and more). Professional development is supported through learning tools and robust parental leave policies.

Employment terms

We are regulated by the Financial Conduct Authority; all offers of employment for this role are subject to background checks, including criminal (DBS) and financial checks. We are committed to providing reasonable adjustments or accessibility support during recruitment; please refer to our accessibility guidance on the Careers website.

Technology & recruitment

We use AI in various parts of the business to boost innovation and efficiency. While candidates may use AI to fine‑tune their CVs or prepare for interviews, we value authenticity and unique experiences. The interview process focuses on your knowledge, skills, and how you would perform in this role.