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E2E CX Lead

Aggregate function:  Commercial
Business Area:  Local Commercial Operations
Posting Country:  Ireland
Date Posted:  9 Oct 2026
Full Time / Part Time:  Full Time
Contract Type:  Permanent

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

 

At Vodafone, we’re not just shaping the future of connectivity for our customers — we’re shaping the future for everyone who joins our team. When you work with us, you’re part of a global mission to connect people, solve complex challenges, and create a sustainable and more inclusive world.

 

If you want to grow your career whilst finding the right balance between work and life, Vodafone offers the opportunity to help you belong and make a real impact.

What you’ll do

 

This is an opportunity to lead enterprise-level transformation, gain exposure to senior decision-makers and shape how Vodafone uses insight and AI to create its next generation of customer experiences.

 

  • CX Ownership – 
    • lead the CX Board model including cadence, structure and decision-making. Use it to accelerate decisions, unblock delivery and hold teams accountable for customer outcomes.
    • Drive improvements in: JNPS & RNPS – DD reduction, promoter growth, customer effort & FCR
    • Build clear ownership and momentum across cross-functional teams.
  •  
  • Insights to Action - Turn customer, operational and frontline insights into prioritised, quantified actions, by identifying root causes of detraction & opportunities to create promotors.  Move initiatives rapidly from idea and experimentation into scaled delivery.

 

  • E2E Journey Assessment - Remove friction from priority customer journeys.

 

  • Accelerate adoption of AI across customer operations. Ensure AI tools deliver real performance improvement (FCR, speed, quality, customer effort reduction) 

 

  • Team Leadership - Lead and develop a team across: 
    • E2E Journey assessors
    • CX through AI owner
    • Close the loop agents

Who you are

 

  • Experience delivering change in a complex, fast-moving environment.

 

  • Evidence of taking ambiguous problems from insight to measurable outcome.

 

  • Bias for action, with the ability to test, learn and adapt quickly.

 

  • Confidence challenging established ways of working.

 

  • Ability to build coalitions and create momentum without always having direct authority.

 

  • Experience delivering customer, digital, operational or AI-enabled transformation in a complex organisation.

 

  • Ability to lead a team across wide range of skill sets.

 

  • Excellent relationship management & influencing skills, & to be very comfortable interacting with all levels including Senior Executives  

Not a perfect fit?

 

Worried that you don’t meet all the desired criteria exactly? At Vodafone we are passionate about empowering people and creating a workplace where everyone can thrive, whatever their personal or professional background.

 

If you’re excited about this role but your experience doesn’t align exactly with every part of the job description, we encourage you to still apply — you may be the right candidate for this role or another opportunity.

What’s in it for you?

 

The flexibility to work how you perform best, with hybrid ways of working and real focus on work-life balance

 

A competitive package including salary, bonus and a strong pension to support you now and long-term

 

‘’Generous’’ flexible benefits allowance, plus access to comprehensive health and wellbeing support

 

Access to our on-site wellness centre and gym, alongside a wider wellbeing programme

 

Free mobile plan, device offers and exclusive discounts for you, your family and friends

 

Market-leading family policies and flexibility to support you at every stage of life

 

Real opportunities for career growth through learning, development and internal progression

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 increasing diversity, ensuring equal representation, and making Vodafone a place where everyone feels safe, valued and included.

 

Vodafone is committed to supporting candidates with disabilities during the recruitment process. If you require any adjustments, please let us know.

 

Together we can.

 

#LI-JB1

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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