What you’ll do

We are seeking a VBU Customer Experience Lead with the will and ambition to work in high performing VBU Türkiye Team responsible for provinding excellent customer experience by putting digital at core, directly reporting to VBU Head of Marketing.

• Tracking related customer satisfaction scores such as: B-NPS, t-NPS, r-NPS, j-NPS and Product NPS
• Setting journey specific CX KPIs and publishing periodic CX scorecards
• Prioritization and E2E design of CX journeys
• Actively listening VOC and gathering customer & channel insights to find customer pain points at journeys to be improved and to turn them into actual project requirements and squad PBIs
• Designing and rolling out surveys for journey based NPS and satisfaction scores
• Collaboratively working with Customer Insights, Product Management, UX Research and Big Data teams to understand customer needs using researches and analytics.
• Driving solutions to improve the customer experience and level of service.
• Ensuring communication bridges are initiated and upheld between CX team, stakeholders and the customer.
• Participating local & international customer experience benchmarking studies and follow up of key hard metrics.
• Contributing the internal ongoing & prospective projects with 'customer point of view', coordinating the related parties for the projects initiated via NPS outputs.
• Governance of NPS root cause analyses & action plans based on business segments

Who you are

• Insights and data driven reasoning
• Customer oriented mindset
• Demonstrated ability to work effectively across business teams
• Solid background and knowledge in Product-life cycle and Channel/touchpoint design (VBU background is a strong plus)
• Has a deep understanding of service design methodologies with Design Thinking approach.
• Has an experience in leading cross functional projects (CX related projects preferred)
• Strong interpersonal, team communication, coordination and facilitation skills
• Strong follow-up skills and ability to work under pressure and challenging targets
• Adaptive to change
• Takes personal responsibility, self-starter
• An energetic and infectiously positive attitude
• Excellent command of English

Not a perfect fit

Worried that you don’t meet all the desired criteria exactly? At Vodafone 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.

What's in it for you

We like to keep them flexible:

• Vflexy: Flexible Benefits Program
• Hybrid working kit
• Ergonomic kit allowance
• Digital meal voucher
• Flexible transportation allowance.
• Employee assistance hotline & counselling
• Comprehensive and flexible private health insurance
• Discounted price deals for wide range of products & services

Plus, plenty more to enjoy!
#LI-Hybrid

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Who we are

You may have already heard of Vodafone - We're a leading Telecommunications company in Europe and Africa. But what you might not know is that we are continuously investing in new technologies to improve the lives of millions of customers, businesses and people around the world, creating a better future for everyone.
As part of our global family, whether that's Vodafone, Vodacom or _VOIS, you'll feel a sense of pride and purpose as you contribute to our culture of innovation. We pursue equality of opportunity and inclusion for all candidates through our employment policies and practices.
Together we can.