E2E CX Lead

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.

What you'll do

• CX Governance - lead the CX Board governance model including cadence, structure and decision-making. Drive prioritisation and tracking of CX improvements across the business, while ensuring clear accountability for delivery
• Insights to Action - Turn customer, operational and frontline insights into prioritised, quantified actions, by identifying root causes of detraction & opportunities to create promotors
• E2E Journey Assessment - Lead identification of friction across key customer journeys, creating measurable impact on FCR, repeats & reducing customer effort
• Close the Loop (Customer & Agent) Embed a consistent model to acknowledge customer feedback & identify agent improvement opportunities
• CX Performance - Drive improvements in: JNPS & RNPS - DD reduction, promoter growth
• Create CX improvement opportunities through VOIS AI and CX AI tools, ensuring roadmaps are aligned to value & CX strategy
• AI Capability & Value Realisation - Own AI adoption and effectiveness across customer operations (e.g. Agent Assist, automated quality). Ensure AI tools deliver real performance improvement (FCR, speed, quality, customer effort reduction)
• Govern AI tools forum with VOIS, tracking roadmap delivery and opportunity unlock. Shape and prioritise enhancements to maximise commercial and CX value from AI investment - Identify and close gaps between AI capability and frontline usage

Team Leadership

• CX Insights - analytics, root cause, opportunity sizing
• E2E Journey Assessment - journey diagnostics & mapping
• Close the Loop - feedback management & actioning
• Optimisation of CX through AI tools

Who you are

• Lead CX governance and insight-led improvement across all channels (Digital, Tobi and Contact Centre Agent)
• Translate customer and operational insights into actionable improvements that drive JNPS & RNPS uplift, reduce Deep Detractors and increase Promoters
• Lead a team delivering CX Insights, E2E Journey Assessment, Close the Loop capability and owns AI tools roadmap and prioritisation
• Demonstrable ability to improve CX in technology company
• Proven ability to influence across functions and senior stakeholders, through ability to visually represent insights & outcomes
• A customer-centric mindset and a passion for solving customer problems
• Excellent relationship management & influencing skills, & to be very comfortable interacting with all levels including Senior Executives
• Comfortable operating at pace in a complex environment

What's in it for you

• The flexibility to work how you perform best, with hybrid ways of working and real focus on work-life balance
• A competitive package including salary, bonus and a strong pension to support you now and long-term
• Generous flexible benefits allowance, plus access to comprehensive health and wellbeing support
• Access to our on-site wellness centre and gym, alongside a wider wellbeing programme
• Free mobile plan, device offers and exclusive discounts for you, your family and friends
• Market-leading family policies and flexibility to support you at every stage of life
• Real opportunities for career growth through learning, development and internal progression

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 increasing diversity, ensuring equal representation, and making Vodafone a place where everyone feels safe, valued and included.

Vodafone is committed to supporting candidates with disabilities during the recruitment process. If you require any adjustments, please let us know.