At a Glance
- Tasks: Enhance customer experience by analysing data and driving impactful improvements.
- Company: Join VodafoneThree, a leader in mobile technology with a focus on customer satisfaction.
- Benefits: Enjoy a competitive salary, hybrid work options, and opportunities for professional growth.
- Other info: Embrace a culture of inclusivity and equal opportunities.
- Why this job: Make a real difference in customer experience while working with a dynamic team.
- Qualifications: Strong analytical skills and project management experience are essential.
The predicted salary is between 50000 - 60000 € per year.
The Customer Experience Specialist supports the development and delivery of the Mobile CX plan, proactively monitoring KPIs to identify key drivers and prioritise impactful improvements. They ensure clear problem statements, define required fixes based on insight, and drive plans that transform customer experience.
Responsibilities
- 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 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 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, able to assess how regulation impacts customer journeys and communicate risks or required improvements clearly and promptly.
- 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, able 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.
Legal and Inclusion
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. We believe everyone should have the opportunity to interview for a role that matches their skills. Reasonable adjustments are available for candidates who require them during the interview process. This position is subject to Equal Opportunities requirements. No discrimination on the basis of race, gender, disability, age, sexual orientation, religion or belief is permitted.
VodafoneThree Customer Experience Specialist in Newbury employer: VodafoneThree
At Vodafone, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters collaboration and innovation in Newbury. Our commitment to employee growth is evident through comprehensive training programmes and opportunities for career advancement, all while enjoying the flexibility of a hybrid working model. Join us to make a meaningful impact on customer experience and be part of a diverse team that values inclusivity and personal development.
StudySmarter Expert Advice🤫
We think this is how you could land VodafoneThree Customer Experience Specialist in Newbury
✨Tip Number 1
Get to know the company inside out! Research VodafoneThree's customer experience initiatives and think about how you can contribute. This will help you stand out in interviews and show that you're genuinely interested.
✨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 those tricky interview questions! Think about your past experiences and how they relate to the role. Use the STAR method (Situation, Task, Action, Result) to structure your answers and keep them impactful.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and shows your enthusiasm for the role. Plus, it keeps you on their radar as they make their decision.
We think you need these skills to ace VodafoneThree Customer Experience Specialist in Newbury
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 the position. We want to see how your skills align with our goals!
Showcase Your Data Skills:Since this role involves analysing qualitative and quantitative data, don’t forget to mention any relevant experience you have in this area. We love candidates who can turn data into actionable insights, so give us examples of how you've done this before!
Communicate Clearly:Strong written communication is a must for this role. Keep your application clear and concise, avoiding jargon where possible. We appreciate candidates who can simplify complex issues while still making an impact, so show us what you’ve got!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, it shows you’re keen on joining our team at StudySmarter!
How to prepare for a job interview at VodafoneThree
✨Know Your CX Metrics
Before the interview, brush up on key customer experience metrics like rNPS and how they relate to VodafoneThree's goals. Be ready to discuss how you can use these insights to drive improvements and influence stakeholders.
✨Showcase Your Analytical Skills
Prepare examples of how you've used qualitative and quantitative data to identify issues and implement solutions in previous roles. Highlight specific projects where your analysis led to measurable improvements in customer experience.
✨Understand Regulatory Requirements
Familiarise yourself with Ofcom and FCA regulations that impact customer journeys. Be prepared to discuss how you would assess risks and communicate necessary improvements to ensure compliance while enhancing the customer experience.
✨Build Relationships and Influence Change
Think of instances where you've successfully built relationships with stakeholders to drive change. Be ready to share how you navigated challenges and influenced decisions to improve customer experience, showcasing your strong communication skills.
