İlan yayından kaldırılmıştır

Customer Journey Design & Improvement Senior Spe.
Vodafone Telekomünikasyon A.Ş

İstanbul(Avr.), İstanbul(Asya)

İş Yerinde

Çalışma Şekli

Tam Zamanlı

Pozisyon Seviyesi

Uzman

Departman

Teknoloji

Başvuru Sayısı

199 başvuru

Çalışma Şekli

Tam Zamanlı

Pozisyon Seviyesi

Uzman

Başvuru Sayısı

199 başvuru

Departman

Teknoloji

GENEL NİTELİKLER VE İŞ TANIMI

What is it like to work at Vodafone?

Working at Vodafone is all about helping people feel ready to benefit from new technology, bring the future to even the most remote places and thinking about technology that doesn’t exist yet.

Here at Vodafone, we do amazing things to empower everybody to be confidently connected, that could be anything from providing superfast network speed for smartphones to making people’s lives easier with mobile payment, streaming music & video and connecting devices through internet of things.

Vodafone is a place where you can bring your whole self to work as you start your career.

University degree (engineering or management is preffered)
English is not a plus is an asset
Analytical thinking
Sees big picture as well as details
Strong people and team communication and coordination skills
Strong follow-up skills and ability to work under pressure and challenging targets
Works effectively in changing environment
Excellent presentation skills (both powerpoint preparation and presentation to management)
Ability to analyze data and use related tools (Excel, Business Objects)
Customer focused
Takes personal responsibility
Listens and understands customer needs
Works effectively in a changing environment
Stress management
Minimum 2 years work experience

İŞ TANIMI

We are seeking a Customer Journey Design & Improvement Senior Specialist with the will and ambition to work in high performing Vodafone Team responsible for Leading Digital Transformation in Turkey, reporting to Customer Journey Design&Impr.Manager of Vodafone Turkey.

End2End customer journey design of the new products & services & campaigns
Approval of the launch of a new product & service from the customer experience perspective
Setting and tracking KPI’s for product & service & campaign journeys
Running the NPS improvement projects
Regular assessment of Current Product & Service Journeys considering customer’s point –of-view and «Journey Design Guiding Principles»
Digitalize and automatize all customer journeys with ensuring highest customer satisfaction
Enable correct, consistent and comprehensible customer communication & language through all channels
Identify the missing journeys and the gaps in the current journeys and develop / improve them with Service Designers
Gather customer feedback from all touch points, operational and customer KPI’s; track and publish segment & product based CX dashboard
Agile IT team management
Knowledge management system coordination and management
Coordination of all customer operations units before product/service/campaign launch in order to make required planning purpose.
Present Customer Operations team in the process related projects that touch customers for coordination and designing end to end processes.
Lead/coordinate cross-functional Voice of Customer initiatives to drive continuous service improvement in Consumer business unit,
Enable correct, consistent and comprehensible customer communication & language through all channels
Identify the gaps in the current journey and develop / improve them with Service Designers
Uses «Service Design Thinking» methodology during design
Has in-depth knowledge of agile working methodology
Work collaboratively & constructively with Segments, Products & Services, CVM, Market Insights, online, sales and other Customer Experience unit teams. Drive alignment with internal stakeholders around delivering the absolute customer satisfaction, and help to streamline this delivery.