VodafoneThree - Operational CX Improvement Delivery Manager

Location: Stoke-on-Trent Contact Centre + 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

As our Operational CX Improvement Delivery Manager, you'll lead a team of specialists delivering customer experience and operational improvements across Heritage Vodafone, Heritage Three and Multibrand operations. Working closely with senior stakeholders, you'll turn customer insights and business priorities into meaningful change that simplifies journeys, improves efficiency and delivers measurable results.

You'll:

• Lead and develop a high-performing team of Operational Improvement Specialists.
• Own and prioritise a portfolio of CX and operational improvement initiatives.
• Deliver end-to-end change programmes, ensuring successful planning, governance and execution.
• Influence senior stakeholders and drive alignment on strategic priorities.
• Improve customer and adviser journeys, reducing complaints and operational inefficiencies.
• Lead Agile delivery activities, including prioritisation, sprint planning and governance.
• Manage risks, dependencies and escalations to protect customer and business outcomes.
• Use customer insight, performance data and frontline feedback to identify improvement opportunities.
• Track benefits, ROI and performance against agreed objectives.
• Champion a customer-first culture across all change initiatives.

Who you are

• Experienced in leading large-scale customer experience, business or operational improvement programmes.
• A strong people leader with a track record of developing high-performing teams.
• Skilled at influencing and building credibility with senior stakeholders.
• Experienced in Agile delivery, change management and process optimisation.
• Able to balance strategic thinking with hands-on delivery.
• Data-driven, using insight and performance metrics to inform decisions.
• A confident communicator who can turn complex information into clear actions.
• Comfortable navigating ambiguity and changing priorities.
• Highly organised with project and programme management skills.
• Commercially aware, with the ability to translate operational activity into business value.
• Experience in customer service or operational environments is advantageous.

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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