VodafoneThree - CX Programme Lead

Job Description

Location: Stoke-on-Trent + 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.

Be a part of VodafoneThree Consumer Operations, where delivering exceptional customer experiences is at the heart of everything we do. From supporting our customers across multiple sales and care channels to driving operational excellence and digital transformation, we work to enhance every interaction. This is where innovation meets service, and where your impact can make a real difference.

What you’ll do

The CX Programme Lead is responsible for driving the delivery and governance of VodafoneThree’s cross brand programme to reduce complaints, contacts and customer dissatisfaction. You’ll design and run a clear governance framework for CX impacting initiatives, track progress against it, and work closely with senior stakeholders to make sure actions are owned, delivered and escalated where needed. The goal is predictable delivery, clear accountability and an aligned roadmap that systematically tackles customer pain points.

• Lead and shape the cross brand complaint and contact reduction programmes, ensuring clear ownership, prioritisation and delivery tracking across teams – indirectly matrix managing multiple senior stakeholders.
• Understand and interpret complex RCA (Root Cause Analysis) outputs, identifying where action ownership should sit and influencing senior stakeholders to ensure actions are delivered on time.
• Own and govern the end to end programme plan, including milestones, risks, dependencies and escalation paths.
• Build and maintain a clear, insightful reporting suite covering programme activity, action tracking, benefits sizing, prioritisation and governance, using Power BI or equivalent automated tools to improve efficiency.
• Lead, maintain and govern the multi workstream programme plan, ensuring risks, dependencies, mitigations and escalation routes are clearly defined and actively managed.
• Drive alignment by coordinating prioritisation across CX Insight teams, ensuring delivery teams are focused on the most impactful CX improvements.
• Track and report progress against complaint reduction actions, escalating delays or risks through governance forums in line with the RCA framework.
• Produce senior ready reporting and programme narratives, including progress updates, decision points, risk status and executive level readouts for CX Board and cross brand leadership forums.
• Ensure all actions are data driven, clearly defined and sized, with benefits linked to customer outcomes, cost impacts and operational efficiency to support effective prioritisation.
• Lead and manage benefit tracking and measurement frameworks, demonstrating improvement and ensuring benefits are delivered through to realisation.
• Continuously strengthen programme governance standards, tools and operating rhythm to improve transparency, consistency and predictability of delivery.

Who you are

• You have strong experience in programme or project management, or large scale delivery governance, within Consumer, CX or operational environments.
• You’re confident driving cross functional delivery, including identifying, escalating and resolving blockers.
• You understand complaint drivers, CX metrics and root cause analysis, and how they link to meaningful improvement.
• You bring strong organisational and programme management skills, with a high level of attention to detail.
• You have experience producing senior ready programme updates and executive level reporting.
• You’re comfortable working collaboratively and influencing across multiple teams and brands.
• You have experience with benefit tracking or change measurement frameworks.
• You communicate clearly and confidently, with the ability to simplify complex programme activity for a wide range of stakeholders.

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.

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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