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Stoke-on-Trent

    Customer Experience Squad Manager - Stoke-on-Trent, United Kingdom - Vodafone

    Vodafone
    Vodafone Stoke-on-Trent, United Kingdom

    1 week ago

    Vodafone background
    Description

    Customer Experience Squad Manager

    Location: Stoke Contact Centre – Hybrid
    Salary: Excellent basic salary plus bonus and Vodafone benefits
    Working Hours: Full time hours per week – Mon to Fri

    At Vodafone UK we believe that through collaboration and connection we can achieve great things. Our hybrid working approach allows our people to work both in the office and at home, providing the flexibility and resources you need to succeed in your role. Our "Office in a Box" home working kit will provide you with everything you need, no matter where you are.

    Who We Are

    We're a global technology communications company that empowers people and businesses to stay connected and thrive in a digital world. With a focus on innovation, sustainability and earning customer loyalty, we leverage cutting-edge technology to offer products and services that enhance communication and improve lives.

    At Vodafone UK, diversity isn't just a buzzword, it is core to who we are as a company. We're proud to be certified as a Great Place to Work and are committed to driving inclusion for all; creating a workplace that is fully representative of the communities and customers we serve.

    What you'll do

    As a customer experience manager, you'll have the confidence and ability to present and influence to Executive level, and deliver customer experience improvement initiatives for your owned area of accountability across Consumer and Business.

    Using your experience of operations, process improvement, agile methodologies and commercial acumen, you'll support the reduction of complaints, complexity and cost through improved customer experiences.


    • You will be responsible for delivering end to end improvements – from investigation of problem statement, redesign of customer journeys/processes and delivery of improvement initiatives for your owned area of accountability.

    • You will be accountable for ensuring those initiatives that require funding to be delivered meet the required Return on Investment (ROI) post implementation.

    • You will take responsibility for monitoring the success for individually assigned improvement projects, including their ROI.

    • You will deliver individual improvements through Agile methodology or for more complex improvements, through the existing IT and Digital pipelines.

    • You will manage risks and issues and escalate (if required) in the right timescales.

    Who you are


    • You will have the ability to engage and influence to Executive level.

    • You will have a proven record of delivering business improvement initiatives.

    • You will have experience of Agile, Six Sigma, Lean

    • You will have the ability to translate technical detail into business application.

    • You will have proven delivery of designing and implementing process improvement, with demonstrable benefit realisation.

    • You will be able to establish root causes of customer experience problem statements.

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