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CX Lead

Aggregate function:  Consumer
Business Area:  Local Consumer Business Unit
Posting Country:  Egypt
Date Posted:  27 Mar 2025
Full Time / Part Time:  Full Time
Contract Type:  Fixed Term Contract

At Vodafone, we’re working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it's our human spirit, together with technology, that empowers us to achieve this. 

We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together.

With us, you can be truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.

Join Us

Role purpose: 
Design end-to-end customer journeys across all customer touchpoints from “Discover” to “Leave” addressing & reshaping the pain points of our customers’ lived experiences from obstacles to WOW moments. 

Key accountabilities and decision ownership:
•    Strategy & Roadmap: Responsible for building CX annual marketing strategy as well as creating the roadmap of innovative customer-centric activities.
•    Ideal Journey Mapping: Create Current-State Journey Maps to identify pain points and design accordingly Ideal Future-State Journey Maps.
•    Ideal Product Design: Create ideal product design guidelines & disciplines for all company products to ensure intuitive and customer-centric experiences.
•    Stakeholder management: Leading the CX Squad defining the product backlog, also closely working cross-functionally with rest of product owners to advice on the ideal experience.
•    Data Analytics & Reporting: Collect, track, and analyse insights on customer issues and suggest improvements accordingly by measuring CX performance metrics.

    Core competencies, knowledge, and experience
§    A passion for being the voice of the customer and a proven track-record building user-centric solutions
§    Very strong analytical & presentation skills where you are confident analysing data sets to create & present insights and define insights-based solutions.
§    Very strong communication skills where you thrive working in cross-functional teams and you can communicate fluently with tech teams and are able to participate in technical discussions.
§    Attention to detail.
§    Creative & strategic thinking 
    
Must have technical / professional qualifications: 
§    2+ years of experience as a product owner/CX specialist
§    Previous digital experience in start-ups is a plus
§    UX experience is a plus
§    Bachelor’s degree in business, engineering or business informatics.
§    Agile certification is a plus.
 

Who we are

We are a leading international Telco, serving millions of customers. At Vodafone, we believe that connectivity is a force for good. If we use it for the things that really matter, it can improve people's lives and the world around us. Through our technology we empower people, connecting everyone regardless of who they are or where they live and we protect the planet, whilst helping our customers do the same.

Belonging at Vodafone isn't a concept; it's lived, breathed, and cultivated through everything we do. You'll be part of a global and diverse community, with many different minds, abilities, backgrounds and cultures. ;We're committed to increase diversity, ensure equal representation, and make Vodafone a place everyone feels safe, valued and included.

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, please refer to https://careers.vodafone.com/application-adjustments/ for guidance.

Together we can.

Vodafone is committed to attracting, developing and retaining the very best people by offering a motivating and inclusive workplace in which talent is truly recognised and rewarded. We are committed to promoting Inclusion for All with the belief that diversity plays an important role in the success of our business. We actively encourage everyone to consider becoming a part of our journey.

Apply now »