Job Description
We’re creating something special. We are joining forces to create the biggest mobile network provider in the UK. Through our collective strengths and talents, we will transform customers’ experience and create a best-in-class network for coverage, connectivity, and reliability, delivering greater value and more choice for the nation than ever before.
There are very few moments in our careers where we can feel the ground shifting beneath us, where we can sense that something bigger than we’ve known before is taking shape. We’re not just building a company. We’re going to build a culture, a legacy and a future to be proud of. This will require remarkable leadership and together we can set the standard in the industry and beyond for both customer and employee experience, in what it is a career-defining opportunity.
The customer experience specialist will support the development and delivery of the Mobile CX plan, proactively monitoring KPIs to identify key drivers and prioritise the most impactful improvements. They will ensure clear problem statements, define required fixes based on insight, and drive plans that transform customer experience.
What you’ll do
* Identify the key drivers of customer experience (CX) and generate actionable insights to shape programme 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 the 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.
Qualifications
Who you are
* Strong analytical and problem‑solving skills, able to break complex issues into clear, practical actions.
* Ability to identify root causes, using structured methods to understand what’s driving customer issues and what actions will fix them.
* Experience turning data and customer feedback into insight, using both qualitative and quantitative inputs to spot opportunities and improvements.
* Expertise in regulatory CX management and complaint resolution.
* Clear and confident communication skills, able to explain complex topics simply and tell compelling insight-driven stories.
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.
Additional Information
Closing Date: 18.03.26
Recruiter Name: Rodolfo Suave
Recruiter Email: Rodolfo.suavedasilva1@three.co.uk
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.
We believe everyone should have the opportunity to interview for a role that matches their skills. In collaboration with our Talent, Diversity & Inclusion teams and our employee-led DEI Networks, we identified a range of reasonable adjustments to help you feel comfortable and perform at your best self during the interview process. 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 contact your recruiter directly or email jobs@three.co.uk 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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