CX Design Lead

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 perfect balance between work and life, Vodafone offers the opportunities to help you belong and make a real impact.

What you’ll do

We are seeking a VBU Customer Experience Design Lead with 5–7 years of relevant experience, who is passionate about designing and improving end-to-end customer journeys and delivering measurable business impact. This role sits within Vodafone Business Unit (VBU) and reports directly to the VBU CX Lead. You’ll be responsible for leading customer-centric design initiatives, managing CX programs and stakeholders, and ensuring delivery excellence through strong analytical and project management skills.

• Own and track customer satisfaction KPIs across journeys and touchpoints, including B-NPS, t-NPS, r-NPS, j-NPS and Product NPS
• Set journey-specific CX KPIs, regularly publish CX performance dashboards, and derive actions through stakeholder engagement
• Design and manage the end-to-end NPS measurement framework, including methodology, targeting, trigger design, and closing the loop
• Lead the collection and interpretation of Voice of Customer (VoC) insights via multiple channels (surveys, complaints, feedback, interviews etc.), and translate findings into tangible improvements and squad PBIs
• Design, implement and optimize journey-based NPS and satisfaction surveys in collaboration with related stakeholders
• Take ownership of CX measurement tools, with hands-on experience and configuration oversight on platforms such as Medallia, Qualtrics or similar
• Act as a key liaison between CX, Product, UX Research, Big Data and Sales/Support functions to co-create impactful customer solutions
• Lead and coordinate CX improvement projects, ensuring timely delivery using project management tools while maintaining stakeholder alignment and visibility
• Perform root cause analysis of NPS drivers, define and track action plans together with business stakeholders
• Participate in local and global CX benchmarking initiatives and share insights to support continuous improvement
• Contribute to business-wide initiatives with a customer-first mindset, ensuring that all decisions are backed by data and customer insights
• Support internal awareness and CX mindset development across the organization.

Who you are

• 5–7 years of experience in CX design, project delivery, or customer insights roles
• Proven experience in end-to-end NPS measurement design and operations, including survey setup, logic, segmentation, dashboarding, and follow-up actions
• Practical knowledge of CX measurement tools such as Medallia, Qualtrics or similar VoC platforms
• Demonstrated experience in stakeholder management across product, tech, operations, and leadership teams
• Hands-on experience in managing end-to-end CX or digital transformation projects
• Strong command of data literacy, including ability to interpret dashboards, extract actionable insights, and use data for storytelling
• Familiarity with journey mapping, service design, and process improvement methodologies
• Fluent in English and excellent communication skills – both written and verbal.

‘’This role has a #LI-Hybrid  working model’’

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 as you may be the right candidate for this role or another opportunity.

What's in it for you

We like to keep them flexible:

•    Vflexy: Flexible Benefits Program 
•    Hybrid working kit
•    Ergonomic kit allowance 
•    Digital meal voucher
•    Flexible transportation allowance.
•    Employee assistance hotline & counselling
•    Comprehensive and flexible private health insurance
•    Discounted price deals for wide range of products & services 

Plus, plenty more to enjoy!If you want to know more about us and what we do, then visit our website: www.vodafone.com.tr

https://www.vodafone.com.tr/insan-kaynaklari

Instagram: https://www.instagram.com/vodafonekariyer/

Youtube: https://www.youtube.com/user/VFTurkiye

Data Privacy
By applying for this job, you accept the Vodafone Privacy Policy. Please visit Privacy Policy web page at https://careers.vodafone.com/privacy-policy/turkey/  for further details. 

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.