VodafoneThree Customer Experience Specialist
Full-time
V3 Requisition Grade: 9
Location: Newbury + Hybrid working
Working Hours: Full time 37.5 hours per week – Mon – Fri
As a Customer Experience Specialist, you will support the development and delivery of the Mobile CX plan, proactively monitor KPIs, identify key drivers, and drive improvement across customer journeys.
What You’ll Do
* Identify key drivers of customer experience (CX) and generate actionable insights to shape program direction and support informed decision‑making.
* Analyse call and complaint drivers to uncover underlying issues and lead the development and execution of plans to address root causes.
* Support prioritisation of CX initiatives, including defect fixes, change requests and remediation activity.
* Drive improvement through the coordination, delivery and reporting of CX initiatives, ensuring clear ownership and measurable outcomes.
* Lead specific mobile‑focused workstreams as required, ensuring alignment to overall CX strategy.
* Oversee regulatory CX performance, ensuring full compliance across all customer channels.
* Champion the interpretation and application of rNPS and deep detractor insights, promoting their value and embedding them across multi‑channel stakeholder teams.
* Use available tools and data to map and analyse key customer journeys, identifying pain points and moments of truth, and engage stakeholders to drive insight‑led action.
* Build strong relationships with key stakeholders, confidently challenging performance and influencing change to improve the customer experience.
Who You Are
* Solid understanding of Ofcom and FCA requirements, with the ability to assess how regulation impacts customer journeys and communicate risks or required improvements clearly and at pace.
* Skilled at generating and analysing qualitative and quantitative data, distilling it into actionable insights that influence priorities and deliver measurable improvements.
* Proven project management capability, delivering insight‑led CX improvements through cross‑functional collaboration and strong influencing skills.
* Strong written and verbal communication skills, with the ability to simplify complex issues while maintaining accuracy and impact.
* Demonstrated experience working with and influencing stakeholders at multiple levels, including third‑party partners, to drive alignment and action.
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 regulator’s standards.
We believe everyone should have the opportunity to interview for a role that matches their skills. To support accessibility, we offer reasonable adjustments such as extended time or breaks in online assessments, a sign language interpreter, or assistive technology. Contact your recruiter or email jobs@three.co.uk for guidance.
Job Location
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