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: Be part of a diverse team committed to equal opportunities and inclusion.
- Why this job: Make a real difference in customer experience while working with a dynamic team.
- Qualifications: Strong analytical skills and experience in project management 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 employer: VodafoneThree
At Vodafone, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters innovation and collaboration. Located in Newbury, our hybrid working model provides flexibility while ensuring employees have access to robust training and development opportunities, empowering them to grow their careers in the fast-paced telecommunications industry. Join us to be part of a team that values diversity, champions customer experience, and is committed to making a positive impact in the community.
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 VodafoneThree's values, recent projects, and customer experience initiatives. This will help you tailor your conversations and show that you're genuinely interested in making a difference.
✨Tip Number 2
Practice your storytelling skills! Be ready to share specific examples of how you've tackled customer experience challenges in the past. Use the STAR method (Situation, Task, Action, Result) to keep it structured and impactful.
✨Tip Number 3
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 4
Don’t forget to follow up after interviews! A quick thank-you email reiterating your enthusiasm for the role can leave a lasting impression. Plus, it shows you’re proactive and keen to join the team!
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 the position.
Showcase Your Skills:Don’t forget to emphasise your strong written and verbal communication skills. Use examples that demonstrate how you've simplified complex issues in the past, as this will resonate well with us.
Be Data-Driven:Since the role involves analysing qualitative and quantitative data, include any relevant experience you have in generating insights from data. This will show us that you can drive impactful improvements in customer experience.
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 without any hiccups!
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. Being able to discuss these metrics confidently will show that you understand the importance of data in driving customer satisfaction.
✨Prepare Real-Life Examples
Think of specific instances where you've identified customer pain points and implemented solutions. Use the STAR method (Situation, Task, Action, Result) to structure your answers, making it easier for the interviewer to see your impact.
✨Understand Regulatory Requirements
Familiarise yourself with Ofcom and FCA regulations as they pertain to customer journeys. Be ready to discuss how these regulations can affect customer experience and what improvements might be necessary to ensure compliance.
✨Build Rapport with Stakeholders
Demonstrate your ability to build relationships by discussing past experiences where you influenced change among stakeholders. Highlight your communication skills and how you’ve successfully navigated complex situations to improve customer experience.
