CX Accelerator Program

Job Description

Role Purpose

We're thrilled to unveil the CX Accelerator Program—an innovative program designed to elevate our customer experience strategy! Over the next 9 months, selected team members will engage in a comprehensive program focused on end-to-end journey mapping for all our products.
Participants will dive deep into understanding customer interactions, identifying pain points, and uncovering opportunities for innovation. This is a fantastic chance for passionate individuals to collaborate across departments and contribute to transforming our customer experience.
If you're ready to make a meaningful impact and drive change within our organization, we want to hear from you! Join us as we embark on this exciting journey to enhance our customer experience together.

Role Profile

• Investigate and map the end-to-end customer journey, identifying key stages, touchpoints, and pain points.
• Recommend process improvements to close identified gaps.
• Collaborate with cross-functional teams (product, sales, marketing, support) to ensure customer experience improvements align with business goals.
• Develop and maintain customer journey maps, process flowcharts, and visual representations of customer interactions.
• Lead workshops with stakeholders to gather insights and create a comprehensive understanding of the customer lifecycle.
• Present findings and recommendations to leadership, helping drive customer-centric strategies and decisions.

Skills Required:

Core competencies, knowledge, and experience:
• Empathy
• Customer Centric - A passion for being the voice of the customer.
• High Sense of ownership
• Eager to learn
• Research skills
• Excellent communication/collab skills
• Attention to detail.
• Creative & Design thinking
Must have technical / professional qualifications:
• Business Administration (0-1 years)
• Previous digital experience is a plus
• Previous UI/UX experience is a plus
• Previous product management experience is a plus

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. We recognise and celebrate the importance of diversity and inclusivity in our workspace and we do not tolerate any form of discrimination especially related to but not limited to race, colour, age, veteran status, gender identification, sexual orientation, pregnancy, ethnicity, disability, religion, political affiliation, trade union membership, nationality, indigenous status, medical condition, HIV status, social origin, cultural background, social, or marital status.

Together we can.