At a Glance
- Tasks: Support and enhance customer experience by analysing data and driving improvements.
- Company: Join VodafoneThree, a leader in mobile communications with a focus on customer satisfaction.
- Benefits: Enjoy hybrid working, competitive salary, and opportunities for professional growth.
- Other info: Work in a dynamic environment with a commitment to inclusivity and accessibility.
- Why this job: Make a real difference in customer journeys and influence positive change.
- Qualifications: Strong analytical skills and experience in project management are essential.
The predicted salary is between 50000 - 60000 € per year.
As a Customer Experience Specialist, you will support the development and delivery of the Mobile CX plan, proactively monitor KPIs, identify key drivers, and drive improvement across customer journeys.
What You’ll Do
- Identify key drivers of customer experience (CX) and generate actionable insights to shape program 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 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 multi‑channel 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.
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.
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 regulator’s standards. We believe everyone should have the opportunity to interview for a role that matches their skills. To support accessibility, we offer reasonable adjustments such as extended time or breaks in online assessments, a sign language interpreter, or assistive technology. Contact your recruiter or email jobs@three.co.uk for guidance.
VodafoneThree Customer Experience Specialist employer: Three UK
At VodafoneThree, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters collaboration and innovation. Our hybrid working model in Newbury allows for flexibility while providing ample opportunities for professional growth and development within the customer experience domain. With a strong commitment to employee well-being and a focus on driving meaningful improvements in customer journeys, we empower our team members to make a real impact in their roles.
StudySmarter Expert Advice🤫
We think this is how you could land VodafoneThree Customer Experience Specialist
✨Tip Number 1
Network like a pro! Reach out to current or former employees at VodafoneThree on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by diving deep into customer experience trends. Show us you know your stuff about CX strategies and how they apply to VodafoneThree. We love candidates who can bring fresh ideas to the table!
✨Tip Number 3
Practice your storytelling skills! Be ready to share specific examples of how you've improved customer experiences in the past. We want to hear about your successes and how you tackled challenges head-on.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression. It shows us you're genuinely interested in the role and appreciate the opportunity to chat.
We think you need these skills to ace VodafoneThree Customer Experience Specialist
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Experience Specialist role. Highlight your experience with customer journeys and any relevant KPIs you've worked with, as this will show us you understand what we're looking for.
Showcase Your Data Skills:Since analysing data is a big part of this role, don’t forget to mention any experience you have with qualitative and quantitative data analysis. We want to see how you can turn numbers into actionable insights that drive improvements.
Communicate Clearly:Strong written communication is key for this position. Keep your application clear and concise, and make sure to demonstrate your ability to simplify complex issues. This will help us see your potential in influencing stakeholders effectively.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Three UK
✨Know Your CX Stuff
Make sure you brush up on customer experience principles, especially in the mobile sector. Understand how KPIs are monitored and what drives customer satisfaction. Being able to discuss these topics confidently will show that you're serious about the role.
✨Data is Your Best Friend
Get comfortable with both qualitative and quantitative data analysis. Be prepared to talk about how you've used data to drive improvements in customer journeys in the past. Having specific examples ready will help you stand out.
✨Stakeholder Engagement Skills
Think about times when you've successfully influenced stakeholders or worked cross-functionally. Be ready to share these experiences, as they’ll demonstrate your ability to build relationships and drive change effectively.
✨Regulatory Knowledge Matters
Familiarise yourself with Ofcom and FCA requirements, especially how they impact customer journeys. Being able to articulate this knowledge during the interview will show that you understand the regulatory landscape and its importance in the role.
