Three UK
Telecommunications
VodafoneThreeCustomerExperienceSpecialist
“VodafoneThree Customer Experience Specialist at Three UK. Skills: Customer experience improvement, Data analysis, Stakeholder management. Support the development and delivery of the Mobile CX plan. Proactively monitor KPIs to identify key drivers and prioritise impactful improvements”
What You'll Achieve.
Prioritise the most impactful improvements; Deliver measurable improvements; Ensure measurable outcomes for CX initiatives
Industry & Context.
Analyse call and complaint drivers to uncover underlying issues; Define required fixes based on insight; Identify pain points and moments of truth
Background checks, including criminal (DBS) and financial checks
What They're Looking For.
Must Have
Solid understanding of Ofcom and FCA requirements, Skilled at generating and analysing qualitative and quantitative data, Proven project management capability, written and verbal communication skills, Demonstrated experience working with and influencing stakeholders at multiple levels
What You'll Do.
Support the development and delivery of the Mobile CX plan
Proactively monitor KPIs to identify key drivers and prioritise impactful improvements
Ensure clear problem statements
Define required fixes based on insight
Drive plans that transform customer experience
Identify key drivers of customer experience (CX) and generate actionable insights
Analyse call and complaint drivers to uncover underlying issues
Lead the development and execution of plans to address root causes
Support the prioritisation of CX initiatives
Drive improvement through the coordination
delivery and reporting of CX initiatives
Lead specific mobile-focused workstreams
Oversee regulatory CX performance
Champion the interpretation and application of rNPS and deep detractor insights
Use available tools and data to map and analyse key customer journeys
Engage stakeholders to drive insight led action
How You'll Work.
Team & Collaboration
Cross functional collaboration; Build relationships with key stakeholders; Promote value and embed insights across multi‑channel stakeholder teams
Communication Scope
written and verbal communication skills; Ability to simplify complex issues while maintaining accuracy and impact; Communicate risks or required improvements clearly and at pace
Process & Methodology
Proven project management capability, Delivering insight led CX improvements
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