VodafoneThree - CX Comms & Performance Lead

VodafoneThree - CX Comms & Performance Lead

Location: Newbury + Hybrid (Hybrid working - 2-3 days per week, at least 8 days per month)

Salary: Excellent basic salary plus bonus and Vodafone benefits.

Working Hours: Full time 37.5 hours per week - Monday to Friday.

What you'll do

Lead the strategy, governance and continuous improvement of all customer communications across Billing, Credit, Payments and Collections, ensuring they are clear, empathetic and fully compliant.

Drive cross functional accountability for reducing complaints and improving customer experience by embedding data led insights and measuring the impact of key initiatives.

• Shape and maintain clear, consistent and compliant customer communication frameworks, templates and playbooks.
• Ensure every customer message is accurate, empathetic, on brand and aligned to regulatory and consumer protection standards.
• Work closely with Legal, Risk and Compliance teams to uphold the highest levels of financial conduct and customer safeguarding.
• Use data, insight and customer feedback to continuously refine written and digital communications.
• Lead performance tracking for complaint reduction initiatives across Billing, Credit, Payments and Collections.
• Monitor complaint trends, root causes and repeat contact drivers to pinpoint opportunities for improvement.
• Build dashboards and reporting that measure the effectiveness, sustainability and impact of fixes.
• Partner with Billing Assurance, Credit Risk, Operations and Customer Care to drive cross functional ownership of customer experience improvements.

Who you are

• Significant experience in customer communications, CX performance or other regulated customer facing environments.
• Strong understanding of billing, credit, payments or collections processes, ideally gained in telecoms or financial services.
• Ability to interpret regulatory and compliance requirements and translate them into clear, customer friendly communications.
• Skilled in analysing complaint data, root causes, repeat contacts and customer sentiment to drive meaningful improvements.
• Confident influencing senior stakeholders and shaping cross functional decision making.
• Experienced in building dashboards and using data to inform priorities and measure performance.
• Exceptional written communication skills with strong editorial judgement and attention to detail.
• Proven track record in leading continuous improvement or customer impact initiatives.

What we offer

• Great pay, bonuses, up to 28 days off plus bank holidays, and paid time for charity work.
• Personalised benefits such as discounts, vouchers, pension plan.
• Learning tools and parental leave policies.

Need to Know

We are regulated by the Financial Conduct Authority. All offers of employment are subject to background checks, including criminal (DBS) and financial checks.

If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, please refer to the Accessibility section of our Careers website.

We use AI in different parts of our business to boost innovation, improve efficiency, and create new opportunities. We value authenticity; during the interview, we want you to rely on your own knowledge and skills.

Inclusion & EEO

We are a Disability Confident Employer and actively encourage individuals with disabilities to apply. Our recruitment team supports applicants with disabilities through the 'Offer an Interview' scheme. We also promote Inclusion for All, welcoming diverse backgrounds and perspectives.

Vodafone is committed to attracting, developing and retaining the best people by offering an inclusive workplace. We actively encourage all candidates to consider becoming part of our journey.