Customer Experience Manager

Customer Experience & Operations Performance Manager

Location: London, Speechmark + (Hybrid Working)
Working hours: Full time 37.5 hours per week – Mon to Fri. (Part time considered)

At Vodafone UK we believe that through collaboration and connection we can achieve great things. Our blended 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. Our “Office in a Box” home working kit will provide you with everything you need, no matter where you are.

Who We Are

At Vodafone UK, diversity isn’t just a buzzword, it is core to who we are as a company. We’re proud to be certified as a Great Place to Work and are committed to driving inclusion for all; creating a workplace that is fully representative of the communities and customers we serve.

The Consumer Fixed business is central to Vodafone UK strategy to be the UKs #1 converged operator. We are the UKs fastest growing consumer broadband provider. We’re building the UK’s largest full fibre network, and we’re on a mission to rapidly grow our market share within the Home Broadband category by bringing to market innovative, customer orientated propositions that embody our disruptive challenger spirit and meet our strategic pillar to be #1 for Customer Experience.

As our home broadband business scales and matures, we are increasing focus and investment in our strategic pillar to be #1 for Customer Experience and introducing this new role to provide dedicated focus and drive to achieve our goal.

What you’ll do

• 
  Develop and own the framework for tracking key measures of success across the end-to-end HBB operation, providing the business with a clear picture of how our customers are experiencing our product at every stage of their lifecycle, with early warning signs to identify any risks to the quality of that experience.
• Prioritising opportunities to improve customer experience and intervening to mitigate risks wherever necessary, working with our suppliers, Operational leaders, IT, and others.
• Monitoring the progress of continuous improvement initiatives, holding to account functions responsible for delivery and performance of the CX and Operations plan
• Creating a playbook of tactical measures for handling the kinds of events that put pressure on our CX KPIs.
• Developing robust processes to measure and track the impact of initiatives.

The ideal candidate will be highly curious, a structured analytical thinker, and possess strong stakeholder management.

Who you are

• 
  Experience of root cause analysis
• Excellent stakeholder management, able to influence and deliver through others
• Ability to translate qualitative and quantitative data into actionable insight
• Experience of working with large data sets, using tools such as SQL and Python is desirable
• Consumer home broadband product/technical knowledge is desirable

Together we can

Vodafone UK 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.
If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, a sign language interpreter, or assistive technology, please refer to the Accessibility section of our Careers website (https://careers.vodafone.com/uk/applying-to-vodafone/) for guidance.

Be a part of Vodafone UK Consumer team where creating and developing products, services and propositions is at the forefront. From the way we interact with our customers, to how we communicate in our campaigns and create data-driven propositions, this is where some of our best ideas are brought to life.