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Customer Experience Senior Associate Manager
Vodafone Telekomünikasyon A.Ş.

İstanbul(Avr.), İstanbul(Asya)

İş Yerinde

Job Type

Full-Time

Position Level

Specialist

Department

Marketing

Application Count

316 application

Job Type

Full-Time

Position Level

Specialist

Application Count

316 application

Department

Marketing

QUALIFICATIONS AND JOB DESCRIPTION

Vodafone, one of the largest telecommunications companies in the world, has mobile operations in 26 countries (partnering with mobile networks in 55 more) and fixed broadband operations in 17 markets, serving 446 million mobile customers and 12 million fixed broadband customers around the world. Vodafone is strongly committed to lead the digital transformation in the Turkish Market, where the company has been operating and investing heavily since 2006

4-6+ years of high achievement in a functional role as a customer experience expert
Demonstrable business consulting experience in the telco business specifically around Customer experience and insights, customers channel and interaction solutions.
Strong Influencing skills that can maintain and improve the customer’s experience
Excellent speaking & listening skills, attention to detail, proactive self-starter
Strong track record of relationship building
Ability to articulate and work through complex challenges specific to customer interactions and business change
Advanced level of Microsoft Office knowledge and computer literacy
Strong Analytical skills and Customer focus, with experience manipulating multiple raw data sets in order to identify operational issues or areas for improvement
An energetic and infectiously positive attitude
Insatiable intellectual curiosity
Excellent presentation, verbal and written communication skills
Ability to influence client decision makers across client business and functional departments, based upon experience and insight
Excellent command of English

İŞ TANIMI

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

The accountabilities of this role are:

Acting as a change agent in the organization to ensure NPS leadership in the market by being customers’ advocate.
Driving solutions to improve the customer experience and level of service.
Identifying and challenging any adverse effects on the Customer Experience prior to new launches and improvement projects.
Ensuring communication bridges are initiated and upheld between CX team, stakeholders and the customer.
Participating local & international customer experience benchmarking studies and follow up of key hard metrics.
Defining customer journeys and monitoring with process KPI’s and application of new projects to build superior customer experience by leading projects.
Challenging processes by working with design thinking concepts to target the ideal experience.
Contributing 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
Consolidation and evaluation of employee & customer feedbacks in order to have insights regarding NPS results & various surveys (root cause analysis).
Designing Internal & External PR, training activities in order to emphasize the 'customer centric' culture within Vodafone.
Performance management implementations of the 'customer satisfaction' results (scorecards, incentives).
Monitoring the latest trends from the outside world, implementing new approaches and technological solutions