CX Design Lead

Vodafone

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.

We are seeking a Customer Experience Design Lead with the will and ambition to work in a high-performing Vodafone Team responsible for Leading Digital Transformation in Turkey, reporting to CBU Customer Experience Design Chapter Lead of Vodafone Turkey.

• E2E journey design of “new products” to be launched.
• Using Journey mapping tools like Figma.
• Actively listening to VOC and gathering customer & channel insights to find customer pain points at existing journeys to be improved and to turn them into actual project requirements and squad PBIs.
• Ensuring compatibility with Vodafone Group’s digital first proposition checklist of products & services & journeys delivered within tribes with applying CX checklist.
• Setting journey specific CX KPIs and publishing periodic CX scorecards.
• Designing and rolling out surveys for journey-based NPS and satisfaction scores.
• Tracking related customer satisfaction scores such as: B-NPS, t-NPS, r-NPS, j-NPS, and CES.
• Collaboratively working with Customer Insights, UX Research, and Big Data teams to understand customer needs using researches and analytics.
• Acting as an active member of the Design Thinking Committee to evaluate & prioritize Design Thinking Projects backlog and support Design Thinking Community to roll-out projects.
• Driving solutions to improve the customer experience and level of service.
• Ensuring communication bridges are initiated and upheld between CX team, stakeholders, and the customer.
• Participating in local & international customer experience benchmarking studies and follow-up of key hard metrics.
• Contributing to the internal ongoing & prospective projects with 'customer point of view', coordinating the related parties for the projects initiated via NPS outputs.
• Governance of NPS root cause analyses & action plans based on business segments.

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.

We like to keep them flexible:

• Vflexy: Flexible Benefits Program
• Hybrid working kit
• Ergonomic kit allowance
• Digital meal voucher
• Flexible transportation allowance
• Employee assistance hotline & counselling
• Comprehensive and flexible private health insurance
• Discounted price deals for a wide range of products & services

Plus, plenty more to enjoy! If you want to know more about us and what we do, then visit our website:www.vodafone.com.tr

Instagram: https://www.instagram.com/vodafonekariyer/

Youtube: https://www.youtube.com/user/VFTurkiye

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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.