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- Tasks: Support digital customer identity and authentication for seamless online experiences.
- Company: Join Vodafone, a leader in digital innovation and customer experience.
- Benefits: Excellent salary, bonuses, up to 28 days off, and personalised benefits.
- Why this job: Make a real impact on customer satisfaction and digital security.
- Qualifications: Experience with analytics tools, strong problem-solving skills, and attention to detail.
- Other info: Hybrid working model with opportunities for career growth and personal development.
The predicted salary is between 36000 - 60000 £ per year.
VodafoneThree – Digital Customer Experience Identity Specialist
Join to apply for the VodafoneThree – Digital Customer Experience Identity Specialist role at Vodafone.
Location: Speechmark – Onsite twice per week
Salary: Excellent basic salary plus bonus and Vodafone benefits
Working Hours: Full time 37.5 hours per week – Mon to Fri
Hybrid
We believe that through collaboration and connection with our colleagues we can achieve great things. Our hybrid working approach allows our people to work both in the office and at home, providing the flexibility and resources you need to succeed in your role. We don\\\’t require you to be in on specific days; instead, we ask people to come into the office 2-3 days each week, for at least 8 days per month. You should work with your line manager to understand what their expectations are for you, your specific role and your team.
What You’ll Do
Role Purpose: The Digital CX Identity Specialist will support the strategic digital pillar of Customer identity and authentication across all platforms (App, web, chatbot, voice). This role is crucial in ensuring a seamless digital customer experience by identifying, analysing, and resolving issues that impact customer satisfaction, complaints and drive contacts / complaints within our authentication journeys.
Summary of the Role: The CX Identity Specialist will be responsible for performance and resilience across all login journeys. The role focuses on achieving 100% login success for legitimate users while preventing fraudulent access, alongside reducing errors in the CX and customer complaints. The role will support the Digital CX lead and cross-functional teams to drive the authentication roadmap through reporting and insight. The specialist will report on the weekly and monthly performance and gather customers insights to continuously evaluate the quality of the customer experience working closely with our Analytics team. This role will require familiarity with Identity and access management, with the ability to monitor and enhance authentication performance and security. You will need to analyse customer journeys, track login funnels, and identify optimisation opportunities.
Who You Are
- Login analysis and reporting: Provide insights and reports on login-related metrics, CSAT and complaints.
- Error Reduction: Identify and eradicate login errors, understanding those driven by customer behaviour to improve overall success rates.
- Operational alignment: Lead regular touchpoints with operations, digital platform and analytics teams to align on incidents and customer moments that impact login performance.
- Roadmap Development: Support the demand processes and delivery of the authentication roadmap.
- Continuous improvement: Improve processes and tools for login insights.
To be successful in this role, you will require:
- Advanced proficiency in Microsoft Excel
- Experience managing performance-based KPIs
- Prior use of online analytics tools such as Adobe Analytics and Qlik
- Working knowledge of Power BI
- Strong attention to detail
- Background in insight customer experience or login success
- Demonstrated problem-solving abilities
- Familiarity with Azure DevOps to support agile delivery
We know that everyone is unique, with multiple aspects to their identity and different experiences behind them. We are passionate about inclusion for all and creating a workplace where everyone can thrive. If you’re excited about this role but your experience doesn’t align exactly with every part of the job description, we encourage you to apply as you may be the right candidate for this role or another role, and our recruitment team can help you see how your skills fit in.
What We Offer
We care about our people’s success by offering great pay, bonuses, up to 28 days off plus bank holidays, and paid time for charity work. You can personalise our benefits for you and your family, like discounts, vouchers, a pension plan and more. We help with your career through learning tools and supportive parental leave policies.
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 regulator standards. If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, please refer to the Accessibility section of our Careers website for guidance.
We use AI in different parts of our business to boost innovation and create new opportunities. We value your own knowledge and experience and look forward to getting to know the real you during the interview process.
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VodafoneThree - Digital Customer Experience Identity Specialist employer: Vodafone
Contact Detail:
Vodafone Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land VodafoneThree - Digital Customer Experience Identity Specialist
✨Tip Number 1
Network like a pro! Reach out to current employees at Vodafone through LinkedIn or other platforms. Ask them about their experiences and any tips they might have for the interview process. This insider info can give us a leg up!
✨Tip Number 2
Prepare for those tricky questions! Research common interview questions for digital customer experience roles and practice your answers. We want to show off our problem-solving skills and attention to detail, so let’s nail those responses.
✨Tip Number 3
Showcase our analytical skills! Be ready to discuss how we’ve used data to improve customer experiences in the past. Bring examples of how we’ve tackled login issues or enhanced authentication processes – this will impress the hiring team!
✨Tip Number 4
Don’t forget to follow up! After the interview, send a thank-you email to express our appreciation for the opportunity. It’s a great way to keep us on their radar and show that we’re genuinely interested in the role.
We think you need these skills to ace VodafoneThree - Digital Customer Experience Identity Specialist
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the Digital Customer Experience Identity Specialist role. Highlight your proficiency in Microsoft Excel and any experience with online analytics tools like Adobe Analytics.
Craft a Compelling Cover Letter: Use your cover letter to tell us why you're excited about this role at Vodafone. Share specific examples of how you've improved customer experiences or resolved login issues in the past.
Showcase Your Problem-Solving Skills: In your application, emphasise your problem-solving abilities. We want to see how you've tackled challenges in previous roles, especially those related to customer identity and authentication.
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 this exciting opportunity!
How to prepare for a job interview at Vodafone
✨Know Your Digital CX Inside Out
Make sure you understand the key aspects of digital customer experience, especially in relation to identity and authentication. Familiarise yourself with common issues customers face during login processes and think about how you would address these challenges.
✨Showcase Your Analytical Skills
Prepare to discuss your experience with online analytics tools like Adobe Analytics and Qlik. Be ready to share specific examples of how you've used data to improve customer experiences or resolve login issues in the past.
✨Demonstrate Problem-Solving Abilities
Think of scenarios where you've successfully identified and resolved problems, particularly in a digital context. Highlight your approach to error reduction and how you’ve improved login success rates in previous roles.
✨Engage with the Team Spirit
Since this role involves collaboration with various teams, be prepared to discuss how you work with others. Share examples of how you've aligned with cross-functional teams to enhance performance and customer satisfaction.
