Customer Experience Sr. 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

The Customer Experience Lead is responsible for designing, implementing, and continuously improving end-to-end customer journeys to deliver a seamless, customer-centric experience across all touchpoints. The role drives customer satisfaction, operational excellence, and digital transformation by collaborating with cross-functional teams to identify pain points, implement improvements, and ensure customer needs remain at the center of business decisions.

## Key Responsibilities

Customer Journey Management

• Own and optimize end-to-end customer journeys across all products and channels.
• Identify customer pain points and develop improvement initiatives.
• Design future-state customer journeys aligned with business strategy.
• Ensure consistency across all customer touchpoints.
• Identify trends and root causes impacting customer experience.

Cross-Functional Collaboration

• Partner with Commercial, Technology, Operations, Digital, Product, Care, Billing, and IT teams.
• Lead cross-functional workshops to improve customer journeys.
• Align stakeholders around customer-focused objectives.

Customer Journey Governance

• Maintain customer journey documentation.
• Establish journey ownership and governance models.
• Monitor implementation progress and benefits realization.

Project & Change Management

• Lead customer experience transformation projects.
• Manage project timelines, risks, dependencies, and stakeholder communication.
• Support organizational change and user adoption.

## Core Competencies And Qualifications

Technical Acumen:

• Strong understanding of Customer Experience frameworks and methodologies.
• Familiarity with Ticketing Systems
• Understanding of digital transformation initiatives.
• Experience with process automation tools.
• Knowledge of Customer Journey Mapping methodologies.
• Ability to translate business requirements into technical solutions.

Product Knowledge:

• Strong understanding of VBU products and services.
• Understanding of customer lifecycle management.
• Familiarity with enterprise sales and service processes.
• Understanding of billing, provisioning, and order management processes.

Experience Years:

• 3–5 years of professional experience.
• At least 3–5 years in Customer Experience, Customer Journey Management, Service Design, Business Transformation, or Process Improvement.

Project Management Experience:

• Proven experience leading cross-functional projects.
• Experience managing customer transformation initiatives.
• Familiarity with Agile and Waterfall methodologies.
• Strong stakeholder management skills.
• Ability to manage multiple initiatives simultaneously.
• Experience with project planning, risk management, and benefits tracking.
• Experience supporting VBU products.
• Understanding of end-to-end customer lifecycle.
• Knowledge of digital channels and self-service platforms.
• Experience with customer support and service management processes.
• Understanding of billing and operational workflows.
• Results Orientation

## 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.