Digital Experience Manager - Customer Care

Vodafone ,
London, Greater London
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Job Description

Description Location: Speechmark, London(Full-time remote working during COVID-19) Salary: Competitive + Benefits Hours: 37.5 Monday to Friday COVID-19 Notice: We are continuing recruitment and have implemented new processes that promote candidate and employee safety. As part of this we have moved to a virtual hiring and onboarding process until further notice. We innovate, invent and continuously improve, Vodafone UK Digital works within the heart of our business. Empowering Vodafone's mission of being a digital-first company is in everything we do. What will you be doing? As a Digital Experience Manager you will sit within the Digital Care Centre of Excellence. This teamhas accountability for the definition and execution of the online and App digital service strategy to ensure Vodafone UK exceeds challenging KPI's that make it a standout leader in Digital service. You will have accountability for the E-2-E digital experience of a set of Digital service journeys. The role will engage across all areas of the business to understand the drivers of customer calls and complaints and use this insight to turn into actionable deliverables that remove customer points of pain and allow them to self-serve. Your role will bea mixture of customer obsession, best practice, and a technology evangelist, balanced with the art of possible from a delivery perspective. You will work closely with key stakeholders and suppliers to ensure that regulatory and legal needs are met and any new propositions are supported in line with planned go-to-market activity. Who are we looking for? * Experience of Digital self-service and analysing capabilities in a customer service environment. * Strong interpersonal and networking skills with the ability to influence change. * Analytical skills to measure impact and identify trends with a customer experience focus. * Project management experience. * Excellent presentation and communication skills up to board level. * Understanding of Agile, Scrum, Design Thinking and Service Design best practice. What's in it for you? An excellent remuneration and bonus package with 28 days holiday entitlement, in addition to bank holidays and paid leave for charity projects. We offer an extensive and flexible benefits package that can be tailored to suit you and your family. From our market-leading parental leave policies through to employee discounts, retail vouchers, pension plan and share schemes we are committed to supporting you throughout your career with Vodafone. Ready? Posting End Date: 22/06/2020

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