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Customer Experience Sr. Specialist

Aggregate function:  Commercial
Business Area:  Local Commercial Operations
Posting Country:  Egypt
Date Posted:  13 May 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.

Role Purpose:

To continuously improve the end-to-end customer experience and operational efficiency by identifying, analyzing, and leading enhancements to business processes, work flows and customer journeys across COPS teams. Accountable for managing the Customer Experience calendar with responsibility for its timely delivery in coordination with the various CE Champions from the Commercial Department.

Key Responsibilities:

Opportunity Scanning:

Proactively engage with frontline and back-office operations teams to identify pain points, inefficiencies, and opportunities for workflow improvement or customer experience enhancement.

Process Analysis & Redesign:

Analyze existing processes and customer journeys, using qualitative and quantitative data, to identify root causes of issues and areas for improvement.

CX Insights & Recommendations:

Translate operational insights and customer feedback into actionable initiatives that align with the CX squad’s goals.

Initiative Prioritization & Delivery:

Support the squad in prioritizing initiatives based on impact, feasibility, and alignment with strategic objectives. Follow through on initiatives to ensure successful implementation.

Stakeholder Collaboration:

Work closely with business analysts, product owners, operations managers, and technical teams to ensure changes are feasible and aligned across functions.

Measurement & Feedback Loops:

Define success metrics for improvements and monitor outcomes post-implementation to validate value delivery and drive continuous improvement.

Key Qualifications & Experience:

  • Strong understanding of customer journeys and service operations
  • Excellent analytical and problem-solving skills
  • Stakeholder engagement and communication
  • Process mapping and improvement methodologies ( Six Sigma certification is a plus)
  • Excellent project management skills and experience.
  • Customer-centric mindset with a passion for simplification
  • Ability to work in agile, cross-functional team environments
  • Excellent Presentation Skills
  • 4 - 5 years of COPS experience in at least 2 different departments
  • Proficiency in the English language is a Must.
  • Mastery of MS Excel, Word, and PowerPoint.

Our 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.

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