Channel Experience Sr.Specialist

Job Description

Join Us

At Vodafone, we’re not just shaping the future of connectivity for our customers – we’re shaping the future for everyone who joins our team. When you work with us, you’re part of a global mission to connect people, solve complex challenges, and create a sustainable and more inclusive world. If you want to grow your career whilst finding the perfect balance between work and life, Vodafone offers the opportunities to help you belong and make a real impact.

Role Purpose

The Customer Experience Sr. Specialist is responsible for driving superior customer experience across all consumer sales channels, including retail stores and E-shop. The role ensures customer satisfaction by analyzing Voice of Customer (VOC) data, handling complaints, leading improvement initiatives, and ensuring accessibility and service excellence across all touchpoints.

Job Profile

• Monitor and improve TNPS across all retail stores and E-shop platforms.
• Analyze and act on Voice of Customer (VOC) insights from various sources: complaints, Google reviews, social media reports, and in-store feedback.
• Escalate high-risk or repetitive issues to the Internal Audit team to prevent revenue leakage and protect the brand image.
• Manage and analyze Mystery Shopper results to assess frontline staff behavior, display compliance, and overall experience.
• Track AWT (Average Waiting Time) and AHT (Average Handling Time) across stores to ensure smooth and efficient service delivery.
• Lead the Disability Experience Revamp, ensuring that all Vodafone retail stores are equipped with proper accessibility enablers (ramps, trained staff, signage, etc.).
• Ensure accuracy and consistency of all store locations on Google Maps, including photos, opening hours, and services.
• Review social media VOC reports (from media team) related to retail stores and trigger improvement actions when required.
• Develop and maintain Customer Journey Maps per product in-store to ensure consistency, simplicity, and clarity for customers.
• Work closely with Retail Operations, Process, Internal Audit, Media Team, Customer Care, Research, Marcom and Digital Channels to ensure aligned actions that enhance the customer experience.
• Maintain a closed feedback loop with Experience SPOCs, store managers and frontline teams to implement corrective actions and share success stories.

Competencies & Qualifications

• Customer Experience Management
• Complaint & Violation Handling
• Mystery Shopper & Performance KPIs
• Accessibility & Inclusion
• Digital Footprint Management (GMB)
• Customer Journey Mapping
• Stakeholder Collaboration

Who we are

We are a leading international Telco, serving millions of customers. At Vodafone, we believe that connectivity is a force for good. If we use it for the things that really matter, it can improve people's lives and the world around us. Through our technology we empower people, connecting everyone regardless of who they are or where they live and we protect the planet, whilst helping our customers do the same.

Belonging at Vodafone isn't a concept; it's lived, breathed, and cultivated through everything we do. You'll be part of a global and diverse community, with many different minds, abilities, backgrounds and cultures. ;We're committed to increase diversity, ensure equal representation, and make Vodafone a place everyone feels safe, valued and included.

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, please refer to https://careers.vodafone.com/application-adjustments/ for guidance.

Together we can.