Digital CX 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.

As a Digital CX Lead, you will help shape the customer experience across Vodafone’s digital channels, including the Vodafone Yanımda App, website and other digital touchpoints. You’ll work with cross-functional teams to identify customer pain points, create promoter moments, improve digital journeys and contribute to creating seamless, simple and customer-centric experiences.

• Support the end-to-end customer experience across Vodafone’s digital channels.
• Analyze customer feedback, digital analytics and research insights to identify improvement opportunities.
• Contribute to designing and optimizing customer journeys with a customer-first mindset.
• Work closely with UX/UI Designers, Product Owners, Digital Product, Commercial and Care teams to deliver better customer experiences.
• Monitor digital CX performance and support action plans to improve key customer metrics.
• Coordinate cross-functional initiatives and follow up on delivery of CX improvements.
• Help define customer requirements for new digital features and enhancements.
• Prepare presentations, reports and recommendations for different stakeholders.
• Build effective relationships with internal stakeholders and contribute to cross-functional projects.
• Communicate insights and recommendations clearly to both technical and non-technical audiences.

• Bachelor’s degree in Business Administration, Engineering, Design or a related field.
• 0–2 years of experience (including internships) in Digital, Customer Experience, Product, Business Analysis, Consulting or similar areas.
• Passionate about creating outstanding digital customer experiences.
• Strong analytical and problem-solving skills with a data-driven mindset.
• Curious, proactive and eager to learn in a fast-paced environment.
• Excellent communication and stakeholder management skills.
• Comfortable working collaboratively across different teams.
• Fluent in English, both written and spoken.

• Familiarity with customer journey mapping and Design Thinking methodologies.
• Basic understanding of UX principles and digital product development.
• Exposure to analytics tools.
• Knowledge of customer feedback, NPS or Voice of Customer practices is a plus.

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.

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 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

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, we can make a positive impact on the world.