Customer Experience Senior Specialist

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

As a Customer Experience Senior Specialist, candidate will be responsible for analyzing customer data, identifying trends, and deriving actionable insights to enhance customer satisfaction and loyalty. He will collaborate with cross-functional teams, leveraging analytics to optimize customer journeys, resolve pain points, and drive continuous service improvements.

Role Profile

• Customer Data Analysis: Gather, process, and analyze customer interaction data, network performance reports, and service feedback to identify patterns affecting customer experience.
• Insights & Recommendations: Develop data-driven insights to improve customer satisfaction, reduce churn, and enhance service quality.
• Customer Journey Mapping: Identify key touchpoints and pain points in the customer journey to streamline processes and improve engagement.
• Stakeholder Collaboration: Work with technology, customer care, and commercial teams to implement solutions that drive a seamless customer experience.
• Performance Monitoring: Track key customer experience metrics (e.g., NPS, CSAT, churn rate) and recommend strategies to improve scores.
• Process Improvement: Support automation and digital transformation initiatives to enhance service efficiency and customer self-service options.
• Voice of Customer (VoC) Programs: Analyze customers’ complaints, investigate their problems and conduct root cause analysis.
• Incident Correlation & Root Cause Analysis: Identify and correlate network or operational changes impacting customer satisfaction and work towards resolution.

Core Competencies & Qualifications

• Bachelor's degree in Data Analytics, Telecommunications, or a related field.
• 5+ years of experience in customer experience, data analytics, or telecom operations.
• Strong analytical skills with proficiency in tools like SQL, Python, Power BI, Tableau, or similar analytics platforms.
• Ability to translate data insights into business strategies.
• Excellent communication and stakeholder management skills.
• Familiarity with telecom industry metrics, trends, and customer behavior patterns.
• Passion for enhancing customer experience and service quality.
• Problem-solving mindset with a proactive approach to challenges.
• Ability to work in a fast-paced, cross-functional environment.

Not a perfect fit?

Worried that you don’t meet all the desired criteria exactly? At Vodafone we are passionate about empowering people 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 still apply as you may be the right candidate for this role or another opportunity.

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.