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CX & Performance Optimisation Lead

Aggregate function:  Commercial
Business Area:  Local Commercial Operations
Posting Country:  Portugal
Date Posted:  6 Aug 2025
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 perfect balance between work and life, Vodafone offers the opportunities to help you belong and make a real impact.

What you’ll do

Enhance the digital customer experience by driving the quality and performance of TOBi in technical support, fostering seamless collaboration between business and development teams to deliver high-value digital solutions, and promoting operational efficiency through automation and optimized support journeys, ultimately improving customer satisfaction and reducing operational costs.

  • Oversee quality control and continuous improvement of digital technical support journeys, directly impacting customer experience and operational cost efficiency.
  • Lead the analysis of digital channel sessions to extract actionable insights, driving enhancements in TOBi's performance.
  • Manage and prioritize product initiatives, defining and executing business requirements through detailed user stories.
  • Facilitate close collaboration between technical support and digital development teams to ensure efficient delivery of high-value functionalities and customer journeys.
  • Monitor and report on key performance metrics, including abandonment rate, resolution rate, and percentage of unique customers versus total sessions, to drive data-informed decisions.

Who you are

  • Bachelor’s degree in a relevant field such as Business Management; Computer Science, Information Technology.
  • Minimum of 3 years of experience in direct customer contact roles (in-person or remote) with a focus on optimizing customer experiences.
  • Familiarity with digital support technologies, automation tools, or conversational AI platforms (e.g., TOBi, Dialogflow, or similar).
  • Excellent communication skills to facilitate cross-functional collaboration between technical support and development teams, with experience in stakeholder management.
  • Strong understanding of operational efficiency principles, with experience in optimizing processes to reduce operational costs
  • Demonstrated expertise in defining business requirements and creating user stories for digital product development, preferably using Agile methodologies (e.g., Scrum or Kanban).

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

  • Hybrid Work Model - Flexible hybrid work model with 8-10 in-office days per month, managed by team leaders.

  • Vodafone Products and Services - Employees get a mobile phone, free communication plan, data card, and various discounts on services and products.

  • Recognition - Recognition programs for innovative, creative, high-potential employees and exemplary behaviors.

  • Health and Well-being - Well-being Program offers nutrition and psychological consultations, webinars, workshops, and discounts on various services and products.

  • Learning - Access to Communities of Practice and a customizable digital training platform with high-quality content (namely Harvard Business Publishing and Skillsoft).

  • Local and International Mobility - Internal recruitment with local and international rotation opportunities across departments and roles.

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.

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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