E2E CX Lead

## 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. ## 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 - Lead and develop a team across: * 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 ## 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. ## 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. * * * Together we can. #LI-JB1