Senior Customer Experience Expert
Join Vodafone Hungary and build a better tomorrow!
We are looking for a
Senior Customer Experience Expert
#Vodafonelife
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.
Your place in the team
As the Senior Customer Experience Expert, you will be the driving force behind the development and execution of Vodafone customer experience strategy. You will lead the Customer Experience Program and collaborate cross-functionally to ensure that every customer touchpoint reflects our commitment to excellence. This strategic role demands a leader with a passion for delivering unparalleled customer satisfaction.
You will be involved in the following tasks
Strategy Development
o Craft and execute Vodafone customer experience strategy: in-depth analysis of customer journeys, pain points and focuses identification
o Manage CX related annual and quarterly activity planning with KPI setting in alignment with key stakeholders.
Program Leadership:
o Lead Vodafone Customer Experience Program: lead cross-functional team, fostering a culture of accountability and continuous improvement
o Establish and manage customer feedback mechanisms, leveraging insights to enhance customer experience
o Monitoring the implementation of the identified CX projects and initiatives
o Drive cross-functional collaboration CX forums and regular communication with key stakeholders
Data Analysis and Reporting:
o Continuous monitoring and reporting of Customer Experience KPIs (NPS, tNPS, pNPS, CX-related operational KPIs) to senior management with actionable insights, rootcause analysis and suggestions for priorities and improvements.
Cross-functional collaboration: collaborate seamlessly with relevant departments to ensure a unified customer experience and spearheading initiatives to address pain points and optimize internal processes that impact customer journey.
Customer Experience Culture Enhancement: strengthen customer-centric mindset across all levels of the organization
We are looking for you if you have
•Customer-centric mindset: passion for delivering exceptional customer experience with a deep understanding of customer needs and expectations and proven ability to champion customer centricity throughout an organization
•Strategic mindset with the capability to envision long-term goals and drive initiatives to achieve them.
•Excellent interpersonal and communication skills (verbal and written), with ability to facilitate cross-functional collaboration and and communication
•Exceptional leadership and team management skills, with a passion for fostering a collaborative and customer-focused culture
•Strong analytical abilities, with the capacity to translate data into actionable insights and strategies
•Outstanding presentation skills
•College or University Degree, preferably in Economics
•5-6 years of professional experience in the field of customer experience with a demonstrable track record of successful program implementation.
•Good command of MS Office applications (Word, Excel, PowerPoint, Outlook)
•Energetic person with flexibility and ability to work independently
What we offer
•Cafeteria package & annual bonus
•Laptop & mobile phone (with unlimited voice and data tariff package)
•Hybrid way of working (working from home / from the office)
•Health Insurance
•Wellbeing program in the topics of sport, nutrition, relax and help (spiritual support)
•4 paid days leave/year for charity projects
•Other discounts (e.g. sport opportunities, eye-glass allowance)
•Parental policy: we offer 16 weeks fully paid leave and upon returning to work, new parents can work part-time hours for 6 months whilst being paid their full-time salary.
•Learning opportunities (internal trainings and LinkedIn Learning)
•New green, digital headquarter that has almost zero emissions thanks to its solar panels installed to supply the building with renewable energy (11th district)
Get to know us
If you want to know more about us and what we do, then
•visit our website: https://careers.vodafone.com/
•follow our career page on Facebook: www.facebook.com/VodafoneKarrier
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.
#vodafonehu
Together we can