VodafoneThree - Digital Customer Experience Identity Specialist

Location:  Speechmark – Onsite twice per week
Salary: Excellent basic salary plus bonus and Vodafone benefits
Working Hours: Full time 37.5 hours per week – Mon to Fri

Hybrid

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, for at least 8 days per month. You should work with your line manager to understand what their expectations are for you, your specific role and your team.

Who We Are

We’re here to build a network the UK can count on – one that connects people, places and potential. Because no matter where you live, what your background is, or how you get online – we think everyone deserves the same chance to stay connected, and with VodafoneThree, that future’s being built – today.

We’re creating more than the UK’s best network. We’re helping close the digital divide, empower communities and drive meaningful progress.

We believe that everyone should feel they belong. Whoever you are and whatever your story, there’s space for you here. We’re building a workplace where different perspectives are welcomed, voices are heard, and everyone feels safe to show up as themselves. 

You’ll join a team that genuinely cares – about each other, about our customers, and about the future we’re building. From day one, you’ll be welcomed, valued and encouraged to bring your whole self to work.

Why VodafoneThree

Join us and you’ll be at the heart of change. That means building responsibly, investing sustainably and creating opportunities that last.

We’re not just expanding connectivity; we’re reimagining what a connected nation looks like. With £11bn invested in 5G and digital infrastructure, your work will directly power businesses, services, and communities across the country.

You’ll work on real challenges, with real impact, across every corner of the country. Wherever you join us, whatever your role, you’ll be helping to build a future that works better for everyone.

We move at pace, because what we’re building matters – and we’re learning as we go. We’re proud of the progress we’ve made, but we’re just getting started. 

Join our Digital teams where we harness the power of digital and embody the spirit of innovation to deliver the best solutions for our customers.

What you’ll do

Role Purpose: The Digital CX Identity Specialist will support the strategic digital pillar of Customer identity and authentication across all platforms (App, web, chatbot, voice). This role is crucial in ensuring a seamless digital customer experience by identifying, analysing, and resolving issues that impact customer satisfaction, complaints and drive contacts / complaints within our authentication journeys.

Summary of the Role: The CX Identity Specialist will be responsible for performance and resilience across all login journeys. 

The role focuses on achieving 100% login success for legitimate users while preventing fraudulent access, alongside reducing errors in the CX and customer complaints. The role will support the Digital CX lead and cross-functional teams to drive the authentication roadmap through reporting and insight. The specialist will report on the weekly and monthly performance and gather customers insights to continuously evaluate the quality of the customer experience working closely with our Analytics team.

This role will require familiarity with Identity and access management, with the ability to monitor and enhance authentication performance and security. You will need to analyse customer journeys, track login funnels, and identify optimisation opportunities. 

Who you are  

• Login analysis and reporting: Support the Digital CX identity and authentication pillar by providing insights and reports on login-related metrics, CSAT and complaints. 
• Error Reduction: Identify and eradicate login errors, understanding those driven by customer behaviour to improve overall success rates.
• Operational alignment: Lead regular touchpoints with operations, digital platform and analytics teams to align on any incidents and customer moments that impact login performance
• Roadmap Development: Support the demand processes and delivery of the authentication roadmap 
• Continuous improvement: Continuously improve processes and tools for login insights.

To be successful in this role, you will require:

• Advanced proficiency in Microsoft Excel
• Experience managing performance-based KPIs
• Prior use of online analytics tools such as Adobe Analytics and Qlik
• Working knowledge of Power BI
• Strong attention to detail
• Background in insight customer experience or login success
• Demonstrated problem-solving abilities
• Familiarity with Azure DevOps to support agile delivery

Worried that you don’t meet all the desired criteria exactly? 

We know that everyone is unique, with multiple aspects to their identity and different experiences behind them. We are passionate about Inclusion for All 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 apply as you may be the right candidate for this role or another role, and our recruitment team can help you see how your skills fit in.

What We Offer

We care about our people’s success by offering great pay, bonuses, up to 28 days off plus bank holidays, and paid time for charity work. You can personalise our benefits for you and your family, like discounts, vouchers, a pension plan and loads more. We help with your career through our amazing learning tools and top-notch parental leave policies.

Need To Know

We 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-us/) for guidance. 

We use AI in different parts of our business to boost innovation, improve efficiency, and create new opportunities. We know many candidates use AI to fine-tune their CVs or prepare for interviews, but what we really care about is your unique experiences and achievements. 

During the interview, we want you to rely on your own knowledge and skills to show us who you really are—your personality, creativity, and abilities. Above all, we’re looking for authenticity and can’t wait to get to know the real you.

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