VodafoneThree - CX Initiatives Specialist

Job Description

Location: Newbury + Hybrid
Salary: Excellent basic salary plus bonus and Vodafone benefits
Working Hours: Full time 37.5 hours per week – Monday to Friday



Hybrid

We believe that through collaboration and connection with our colleagues 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. We don't require you to be in on specific days; instead, we ask people to come into the office 2-3 days each week, for at least 8 days per month. You should work with your line manager to understand what their expectations are for you, your specific role and your team.

Who We Are

We’re here to build a network the UK can count on – one that connects people, places and potential. Because no matter where you live, what your background is, or how you get online – we think everyone deserves the same chance to stay connected, and with VodafoneThree, that future’s being built – today.

We’re creating more than the UK’s best network. We’re helping close the digital divide, empower communities and drive meaningful progress.

We believe that everyone should feel they belong. Whoever you are and whatever your story, there’s space for you here. We’re building a workplace where different perspectives are welcomed, voices are heard, and everyone feels safe to show up as themselves.

You’ll join a team that genuinely cares – about each other, about our customers, and about the future we’re building. From day one, you’ll be welcomed, valued and encouraged to bring your whole self to work.



Why VodafoneThree

Join us and you’ll be at the heart of change. That means building responsibly, investing sustainably and creating opportunities that last.

We’re not just expanding connectivity; we’re reimagining what a connected nation looks like. With £11bn invested in 5G and digital infrastructure, your work will directly power businesses, services, and communities across the country.

You’ll work on real challenges, with real impact, across every corner of the country. Wherever you join us, whatever your role, you’ll be helping to build a future that works better for everyone.

We move at pace, because what we’re building matters – and we’re learning as we go. We’re proud of the progress we’ve made, but we’re just getting started.

Join us at the heart of our business in Corporate, one of the central support functions that underpin our business and keep us moving forward. We provide centralised support, expertise and guidance across our UK and Group operations, continuing to build on our success and trailblazing the way to our next stage of digital growth.

What you’ll do

We’re building something genuinely transformative as we unite two major brands to create the UK’s largest mobile network, setting a new benchmark for coverage, connectivity and customer experience.

This is one of those rare career moments where you can feel the scale of change happening around you and know you’re part of shaping a legacy. You’ll play a pivotal role in a hub and spoke model, coordinating corrective actions across operational teams and ensuring RCA insights translate into clear, trackable and timely improvements.

Your work will help map processes, consolidate actions, document change and track benefits, driving sustainable, repeatable enhancements across the organisation.

This is a chance to influence how a new industry leader operates, collaborates and continuously improves. If you want to help define the future of a national network and the culture that powers it, this is the moment to step in.

• Coordinate improvement and remediation initiatives across the organisation, ensuring RCA outcomes translate into clear, actionable change.
• Analyse customer feedback, complaints and CX data to spot proactive, insight led opportunities to enhance our end to end experience.
• Track actions, owners, timelines and dependencies to keep delivery on course and visible across operational teams.
• Partner with key contacts across Credit Vetting, Payments, Collections and Billing Assurance to monitor progress and unblock issues.
• Maintain a centralised tracker that brings all initiatives, actions and benefits into one clear, reliable view.
• Prepare concise, high quality updates for the RCA Hub Lead and senior stakeholders, highlighting progress, risks and impact.
• Ensure corrective actions are delivered, documented and embedded, validating post fix performance to confirm improvements land as intended.
• Support change delivery through process mapping, journey documentation, training inputs and clear communication of improvements — always championing the customer’s needs.

Who you are

• Experience in customer experience, process improvement, operations or change delivery, with a passion for driving meaningful improvements.
• Confident managing multiple workstreams, following up across teams and keeping delivery moving in a fast paced environment.
• Comfortable interpreting customer insight and performance data to inform decisions and shape improvement opportunities.
• Highly organised, with strong coordination skills and the ability to bring structure to complex activity.
• Clear, concise communicator who can translate detail into simple, actionable messages for different audiences.
• Collaborative and effective at building relationships across diverse teams and subject areas.
• Able to juggle multiple tasks and shifting priorities while maintaining focus on outcomes.
• Proactive, adaptable and energised by working in a changing, high‑growth environment.

Worried that you don’t meet all the desired criteria exactly?
We know that everyone is unique, with multiple aspects to their identity and different experiences behind them. 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.

We believe that everyone has valuable contributions to make. As a Disability Confident Employer, we actively encourage individuals with disabilities to apply for positions within our team. Through the ‘Offer an Interview’ scheme, we aim to offer interviews to a fair and proportionate number of applicants with disabilities who best meet the essential criteria for our vacancies. If you would like to participate in the scheme, you will have the opportunity to indicate this on your application.

What we offer

We care about our people’s success by offering great pay, bonuses, up to 28 days off plus bank holidays, and paid time for charity work. You can personalise our benefits for you and your family, like discounts, vouchers, a pension plan and loads more. We help with your career through our amazing learning tools and top-notch parental leave policies.



Need to Know

We are regulated by the Financial Conduct Authority and all offers of employment for this role are subject to background checks, including criminal (DBS) and financial checks to meet the regulators standards.

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, a sign language interpreter, or assistive technology, please refer to the Accessibility section of our Careers website (https://careers.vodafone.com/uk/reasonable-adjustments/) for guidance.

We use AI in different parts of our business to boost innovation, improve efficiency, and create new opportunities. We know many candidates use AI to fine-tune their CVs or prepare for interviews, but what we really care about is your unique experiences and achievements.

During the interview, we want you to rely on your own knowledge and skills to show us who you really are—your personality, creativity, and abilities. Above all, we’re looking for authenticity and can’t wait to get to know the real you.

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