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Mobile CX Manager

Aggregate function:  Consumer
Business Area:  Local Consumer Business Unit
Posting Country:  United Kingdom
Date Posted:  5 Aug 2024
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.

Location:  London, The Speechmark + Hybrid Working 
Salary:  Excellent basic salary plus bonus and Vodafone benefits 
Working Hours:  Full time 37.5 hours per week – Mon to Fri 

 

*Hybrid
At Vodafone UK we believe that through collaboration and connection with our colleagues we can achieve great things. Our hybrid working approach allows our people to work both in the office and at home, providing the flexibility and resources you need to succeed in your role. We don't require you to be in on specific days; instead, we ask people to come into the office 2-3 days each week, on average 8 days a month. Our “Office in a Box” home working kit will provide you with everything you need, no matter where you are.

 

Who We Are 

 

We’re a global technology communications company that empowers people and businesses to stay connected and thrive in a digital world. With a focus on innovation, sustainability and earning customer loyalty, we leverage cutting-edge technology to offer products and services that enhance communication and improve lives. 
 

At Vodafone UK, diversity isn’t just a buzzword, it is core to who we are as a company.  We’re proud to be certified as a Great Place to Work and are committed to driving inclusion for all; creating a workplace that is fully representative of the communities and customers we serve. 

 

Be a part of Vodafone UK Consumer team where creating and developing products, services and propositions is at the forefront. From the way we interact with our customers, to how we communicate in our campaigns and create data-driven propositions, this is where some of our best ideas are brought to life.

What you’ll do 

 

The CX Manager will be responsible for supporting establishing and managing the mobile CX plan to improve in-life customer experience across Mobile. 

 

  • Determine the key drivers of CX, develop and share insights to shape the programme 
  • Define the underlying problem/opportunities to address and ensure clear accountabilities for delivery 
  • Support prioritisation of CX initiatives – defect fixes, CRs and remediation 
  • Drive action through the coordination, delivery and reporting of improvement initiatives 
  • Reporting on programme progress and managing mobile CX governance to ensure step change in CX performance – ensuring decisions and actions are managed 
  • Owning and leading specific mobile workstreams as required 

 

Who you are   

 

  • Understanding of the Consumer Mobile market, ideally from a previous product, proposition or CX programme role 
  • Structured thinking and problem solving – ability to decompose complex problems into a set of clear actions 
  • Ability to distill a range of qualitative and quantitative data into actionable insight 
  • Communication skills - ability to present complex information simply 
  • Project management skills, with track record of delivering insight-led CX improvements, with proven benefits 
  • Exceptional influencing skills, ability to work cross functionally and deliver through others 

What we offer  

 

We believe that taking care of our employees is the key to their success. That is why we offer an excellent remuneration and bonus package with up to 28 days holiday entitlement, in addition to bank holidays and paid leave for charity projects. We offer an extensive benefits package that can be tailored to suit you and your family, including employee discounts, retail vouchers, pension plan and share schemes. We take pride in our commitment to supporting you at every stage of your career by providing top of the range learning and development tools and market leading parental leave policies.  

 

Together we can  

 

Vodafone UK are regulated by the Financial Conduct Authority and all offers of employment for this role are subject to background checks, including criminal (DBS) and financial checks to meet the regulators standards. 

 

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, a sign language interpreter, or assistive technology, please refer to the Accessibility section of our Careers website (https://careers.vodafone.com/uk/applying-to-vodafone/) for guidance. 

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#LI-Hybrid

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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