At a Glance
- Tasks: Lead customer sentiment strategies and drive impactful insights for Vodafone Business.
- Company: Join VodafoneThree, a leader in connectivity and innovation.
- Benefits: Excellent salary, bonuses, up to 28 days off, and flexible working.
- Other info: Inclusive workplace that values diverse perspectives and personal growth.
- Why this job: Be part of a team transforming the UK's digital landscape with real impact.
- Qualifications: Experience in customer insight programmes and advanced analytics skills.
The predicted salary is between 49500 - 60500 £ per year.
Location: Newbury + Hybrid
Salary: Excellent basic salary plus bonus and Vodafone benefits
Working hours: Full time 37.5 hours per week – Monday to Friday
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.
Who We Are
We’re here to build a network the UK can count on – one that connects people, places and potential. We’re creating more than the UK’s best network. We’re helping close the digital divide, empower communities and drive meaningful progress. We believe that everyone should feel they belong. We’re building a workplace where different perspectives are welcomed, voices are heard, and everyone feels safe to show up as themselves.
Why VodafoneThree
Join us and you’ll be at the heart of change. That means building responsibly, investing sustainably and creating opportunities that last. You’ll work on real challenges, with real impact, across every corner of the country. Wherever you join us, whatever your role, you’ll be helping to build a future that works better for everyone.
What You’ll Do
- Define and deliver the end-to-end Vodafone Business customer sentiment strategy, building a 360° Voice of the Customer ecosystem that integrates predictive analytics, speech and text insight, and scalable technology capability to enable data-led decision making across the business.
- Own and drive detractor management and closed-loop programmes, ensuring 100% of detractors are actioned, root causes are identified, and targeted interventions reduce churn risk and recover customer value across critical journeys and Moments that Matter.
- Establish and embed a single, business-wide CX measurement framework, defining clear metrics, governance, and scorecards that link customer sentiment to operational performance and commercial outcomes.
- Analyse end-to-end customer journeys and sentiment across all Vodafone Business touchpoints, identifying root causes and trends to generate targeted, commercially relevant insights and recommendations that drive experience improvement.
- Own the CX technology and VoC platform strategy, leading supplier selection, capability design, and commercial negotiations to deliver required functionality, cost efficiencies, and scalable solutions aligned to business needs.
- Champion a data-driven culture, mentoring and upskilling colleagues in advanced analytics and insight methodologies.
- Ensure the highest standards of data integrity, governance, and compliance in all insight activities.
Who You’ll Be
- Significant experience leading customer sentiment, VoC, and insight programmes within a large, complex organisation.
- Deep expertise in customer sentiment measurement and advanced analytics, with the ability to translate complex data into clear, actionable insight.
- Proven ability to influence and challenge senior stakeholders, using insight to shape strategic priorities.
- Strong commercial acumen, with the ability to link customer sentiment to churn risk, revenue impact, and cost to serve.
- Advanced skills in data analysis tools, visualisation platforms, and data storytelling.
- Experience designing and embedding end-to-end VoC ecosystems, integrating multiple data sources and insight channels.
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 loads more.
Need to Know
We are regulated by the Financial Conduct Authority and all offers of employment for this role are subject to background checks. 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, improve efficiency, and create new opportunities. During the interview, we want you to rely on your own knowledge and skills to show us who you really are—your personality, creativity, and abilities.
VodafoneThree - Insights Specialist in Newbury employer: VodafoneThree
VodafoneThree is an exceptional employer that champions inclusivity and diversity, making it a welcoming place for all employees. With a hybrid working model that promotes flexibility, alongside competitive salaries and comprehensive benefits, employees are empowered to thrive both personally and professionally. The company fosters a collaborative culture where innovation meets service, providing ample opportunities for growth and development while making a meaningful impact on communities across the UK.
StudySmarter Expert Advice🤫
We think this is how you could land VodafoneThree - Insights Specialist in Newbury
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at VodafoneThree. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like VodafoneThree before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace VodafoneThree - Insights Specialist in Newbury
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to VodafoneThree:Your cover letter is your chance to shine! Tell us why you want to work at VodafoneThree specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at VodafoneThree!
How to prepare for a job interview at VodafoneThree
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
