Customer Experience Associate Manager

Vodafone Telekomünikasyon A.Ş

• Experience in a commercial field, i.e.marketing, digital product management or customer facing functions preferably in the telco industry and/or consultancy experience
• With strong Customer Experience know-how and Digital Strategy & Project Management Skills
• Creative
• Insight Driven & Analytic
• Multi-tasking
• Results-driven and delivery-focused
• Can Work with and/or Drive Stakeholders
• Excellent communication and presentation skills

We are seeking a Customer Experience Associate Manager with the will and ambition to work in high performing Vodafone Team responsible for Leading Digital Transformation in Turkey, reporting to Customer Experience Senior Manager of  Vodafone Turkey.   

Everything starts and end with customers. We as Customer Experience Team looking for our new team member to continue Vodafone’s Branded Customer Experience Transformation. Our new member’s responsibilities will be as following and depend on his/her passion it can be more:

• Responsible from Net Promoter Score target of assigned customer segments
• Encourage and work with core teams to take actions from NPS results in order to enhance customer experience
• Follow up voice of customer from various sources and analyse all to bring actionable insights into business to improve customer experience
• Ensuring communication bridges are initiated and upheld between Customer Experience  team, stakeholders and the customer
• Set-up competitive analysis to highlight opportunities and threats within customer experience management
• E2E customer experience design & delivery  for selected/prioritized current journeys • Evaluate and approve customer experience readiness of products and services while being a part of  pre-development, pre-launch, launch  and post-launch of products and services at defined checkpoints to create best-in-class experiences
• Formalise to ensure that key customer touchpoints and products are tested personally by CX team (i.e journey test, user experience, market visits)
• Gather best practices and/or generate innovative ideas to differentiate Vodafone Turkey’s Branded Customer Experience
• Create breakthrough ideas and digital experience strategies to develop future way of experiences
• Deliver best case digitalized projects for selected journeys