VodafoneThree Customer Experience Specialist
Full-time | Requisition Grade: 9 | Location: Newbury (Hybrid) | Working Hours: 37.5 hours per week – Mon‑Fri
Overview
The Customer Experience Specialist supports the development and delivery of the Mobile CX plan, proactively monitoring KPIs to identify key drivers and prioritise impactful improvements. They ensure clear problem statements, define required fixes based on insight, and drive plans that transform customer experience.
Responsibilities
* 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 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 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.
Qualifications
* Solid understanding of Ofcom and FCA requirements, able to assess how regulation impacts customer journeys and communicate risks or required improvements clearly and promptly.
* 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, able 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.
Legal and Inclusion
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 regulator standards.
We believe everyone should have the opportunity to interview for a role that matches their skills. Reasonable adjustments are available for candidates who require them during the interview process.
This position is subject to Equal Opportunities requirements. No discrimination on the basis of race, gender, disability, age, sexual orientation, religion or belief is permitted.
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