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Customer Experience Design Lead

Posting Country:  Turkey
Date Posted:  29-Jul-2022
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.

Description

 Join our journey as we connect for a better future. Ready?
                                                                                                      
 We are looking for a CX Design Lead.
 

  #Vodafonespirit

Our purpose at Vodafone is to connect for a better future. As a Global Communications Technology company, we put the customer at the heart of everything we do. We are forever challenging, pushing boundaries and discovering innovative ways to connect our customers with their digital societies.

We connect people, businesses, and communities across the globe to create the future. We earn customer loyalty, experiment, learn fast and get it done, together. As you can imagine, this means that we have a vibrant and diverse mix of skills and people making Vodafone a great place to work.

 

ROLE PURPOSE

 

We are seeking a Customer Experience Design Lead with the will and ambition to work in high performing Vodafone Team responsible for Leading Digital Transformation in Turkey, reporting to CBU Customer Experience Design Chapter Lead of Vodafone Turkey.


 

Job Responsibility


Your Place in the team

We are seeking a Customer Experience Design Lead with the will and ambition to work in high performing Vodafone Team responsible for Leading Digital Transformation in Turkey, reporting to Customer Experience Design Chapter Lead of Vodafone Turkey.
                         
- E2E journey design of “new products” to be launched, 
- Using Journey mapping tools like Miro, Smaply etc..
- Actively listening VOC and gathering customer & channel insights to find customer pain points at existing journeys to be improved and to turn them into actual project requirements and squad PBIs
- Ensuring compatibility to Vodafone Group’s digital first proposition checklist of products & services & journeys delivered within tribes with applying CX checklist
- Setting journey specific CX KPIs and publishing periodic CX scorecards
- Designing and rolling out surveys for journey based NPS and satisfaction scores
- Tracking related customer satisfaction scores such as: B-NPS, t-NPS, r-NPS, j-NPS and CES
- Collaboratively working with Customer Insights, UX Reseach and Big Data teams to understand customer needs using researches and analytics.
- Acting as an active member of Design Thinking Committee to evaluate & prioritize Design Thinking Projects backlog and support Design Thinking Community to roll-out projects.
- Driving solutions to improve the customer experience and level of service.
- Ensuring communication bridges are initiated and upheld between CX team, stakeholders and the customer.
- Participating local & international customer experience benchmarking studies and follow up of key hard metrics.
- Contributing the internal ongoing & prospective projects with 'customer point of view', coordinating the related parties for the projects initiated via NPS outputs.
- Governance of NPS root cause analyses & action plans based on business segments 

 

We are looking for you if you have

 

- University degree (engineering or management)
- Solid background and knowledge in Product-life cycle and Channel/touchpoint design (VBU background is a strong plus)
- Has a deep understanding of service design methodologies with Design Thinking approach.
- Has an experience in leading cross functional projects (CX related projects preferred)
- Ability to analyse data and use related tools (Excel, Business Objects)
- Strong interpersonal, team communication, coordination and facilitation skills 
- Strong follow-up skills and ability to work under pressure and challenging targets
- Adaptive to change
- Takes personal responsibility, self-starter
- An energetic and infectiously positive attitude
- Ability to influence client decision makers across client business and functional departments, based upon experience and insight
- Excellent command of English


Get to know us

 

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

Diversity and Inclusion

 

At Vodafone, we embrace and welcome everyone. We believe that we can operate more successfully and effectively with diverse teams. And we can only leverage this diversity by building an inclusive culture where everyone is respected, can be themselves and strive to be their best. That way we can create a better future for our employees, our partners, the communities we work in and our customers.

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.