At a Glance
- Tasks: Transform customer experiences and drive impactful improvements in a dynamic mobile network environment.
- Company: Join Vodafone and Three, the UK's largest mobile network provider.
- Benefits: Competitive salary, diverse culture, and opportunities for personal growth.
- Other info: Background checks are mandatory to ensure compliance with regulatory standards.
- Why this job: Be part of a legacy-building team that shapes the future of customer experience.
- Qualifications: Strong analytical skills and project management experience required.
The predicted salary is between 35000 - 45000 € per year.
We’re 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.
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 you’ll 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 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.
Qualifications:
- 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:
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.
VodafoneThree Customer Experience Specialist employer: Threeuk
At VodafoneThree, we are not just building a mobile network; we are cultivating a vibrant culture that prioritises employee growth and customer satisfaction. Our commitment to innovation and excellence creates an environment where you can thrive, with ample opportunities for professional development and collaboration across teams. Join us in shaping the future of connectivity in the UK, where your contributions will be valued and recognised in a dynamic and supportive workplace.
StudySmarter Expert Advice🤫
We think this is how you could land VodafoneThree Customer Experience Specialist
✨Tip Number 1
Get to know the company inside out! Research Vodafone and Three, their values, and what they stand for. This will help you tailor your approach and show that you're genuinely interested in being part of their journey.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for the interview by practising common questions related to customer experience. Think about how you can demonstrate your skills in generating insights and driving improvements – this is key for the role!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining the team and contributing to something special.
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 insights and project management, as these are key to what we’re looking for!
Showcase Your Skills:Don’t just list your skills; demonstrate them! Use specific examples from your past experiences that show how you’ve driven improvements in customer experience or influenced stakeholders.
Be Clear and Concise:When writing your application, keep it straightforward. We love clarity! Make sure your points are easy to understand and directly relate to the job description.
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It’s the best way for us to receive your application and get you on the path to joining our exciting journey!
How to prepare for a job interview at Threeuk
✨Know Your CX Stuff
Make sure you brush up on customer experience principles, especially in the mobile sector. Understand how Ofcom and FCA regulations impact customer journeys, as this will show your potential employer that you're not just familiar with the basics but also aware of the regulatory landscape.
✨Data is Your Best Friend
Get comfortable with both qualitative and quantitative data analysis. Be ready to discuss how you've used data to generate insights in past roles. Prepare examples where your analysis led to actionable improvements in customer experience, as this will demonstrate your ability to drive change.
✨Show Off Your Project Management Skills
Be prepared to talk about specific projects you've managed, particularly those that involved cross-functional collaboration. Highlight your project management capabilities and how you've successfully delivered insight-led CX improvements. This will showcase your organisational skills and ability to influence stakeholders.
✨Communicate Clearly and Confidently
Practice simplifying complex issues into clear, impactful messages. During the interview, focus on your verbal and written communication skills. Use examples from your experience to illustrate how you've effectively communicated with stakeholders at various levels, ensuring everyone is aligned and informed.
