Customer Experience Insight Lead

Context

By connecting people, places and things, Vodafone Business helps organisations succeed in a digital world. With our expertise in connectivity, our leading IoT platform and our global scale, we can deliver the results businesses need to progress and thrive. As Vodafone is changing to a Digital and Connectivity Services provider, where Digital First is a critical component, Vodafone Business needs to lead the way in this transformation to achieve its double-digit revenue growth ambition.

For us to be successful, Vodafone Business must enhance its focus on customer experience and increase the speed and scope of digitalisation across all segments. Our team, Strategy and Transformation, has a critical role in this journey: we aim to deliver a simpler, faster, and better customer experience

Role Purpose

As a Customer Experience Insight Lead, you will manage relationships with stakeholders in Vodafone Business and local markets on behalf of the Customer Experience team, developing a deep understanding of their business objectives to manage and evolve the Business CX Boards and CX Insight Programmes.

Key accountabilities and decision ownership

• Lead global CX Insight programmes to enhance our ability to track and measure customer experience across our footprint
• Support local market Customer Experience stakeholders to facilitate good practice sharing and collaboration
• Support the development of new approaches and methodologies for customer experience measurement e.g., text mining and analytics, sentiment analysis, and machine learning.
• Drive a ‘customer first approach’ across the organization through sharing of best practice and acting as subject matter expert.

Core competencies, knowledge and experience

• Strong understanding of customer experience programme management
• Strong problem-solving skills with the ability to scope, structure, and solve problems with high levels of ambiguity
• Strong interpersonal skills and relationship management.

Must have technical/professional qualifications

• Experience B2B Customer Experience Programme Management
• Degree or equivalent

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