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Customer Experience Specialist

Aggregate function:  Commercial
Business Area:  Local Commercial Operations
Posting Country:  Portugal
Date Posted:  7 Oct 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

  • Generate Actionable Insights
    Transform benchmarking data into strategic recommendations that drive customer experience improvements. Prioritize initiatives with the greatest impact on satisfaction and loyalty (e.g., IS and To-Be journey maps). Promote knowledge sharing by identifying and showcasing successful CX initiatives and best practices across teams.
  • Support Strategic Decision-Making
    Deliver evidence-based insights to leadership and cross-functional teams to guide investment decisions, product development, and service enhancements (including tracking NPS and C-SAT with the CX team). Research and introduce innovative CX methodologies and emerging technologies to maintain a competitive edge.
  • Drive Continuous Improvement
    Collaborate with product, marketing, and operations teams to align CX initiatives with business objectives and ensure seamless execution. Establish regular benchmarking and integrate findings into CX transformation plans, enabling agile adaptation to market best practices. Continuously evaluate and optimize digital channels (web, mobile, self-service) to deliver intuitive and frictionless customer experiences.

Who you are

  • Bachelor's degree; 
  • Strong analytical and problem-solving skills; 
  • Experience with customer experience strategies and tools; 
  • Ability to translate data into actionable insights; 
  • Excellent communication and stakeholder management skills; 
  • Good presentation and collaboration skills to engage leadership and cross-functional teams; 
  • Familiarity with benchmarking and CX metrics (NPS, C-SAT);
  • English/Portuguese Language proficiency. 

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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