Digital CX Lead
About this role
Join Us
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.
What you’ll do
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.
Key Responsibilities
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."
Who you are
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.
Nice to have
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.
What's in it for you
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
https://www.vodafone.com.tr/insan-kaynaklari
Instagram: https://www.instagram.com/vodafonekariyer/
Who we are
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.
Belonging at Vodafone isn't a concept; it's lived, breathed, and cultivated through everything we do. You'll be part of a global and diverse community, with many different minds, abilities, backgrounds and cultures. ;We're committed to increase diversity, ensure equal representation, and make Vodafone a place everyone feels safe, valued and included.
If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, please refer to https://careers.vodafone.com/application-adjustments/ for guidance.
Together we can.
Company at a glance
VOIS (Vodafone Intelligent Solutions) is a strategic arm of Vodafone Group Plc, creating value for customers by delivering intelligent solutions through Talent, Technology & Transformation.
As the largest shared services organisation in the global telco industry, our portfolio of next-generation solutions and services are designed in partnership with customers across Vodafone Group, local markets, and partner markets to simplify and drive growth. We are pioneering a new Partnership model for the Telco industry, where the sharing of ideas, innovation, platforms and services will unlock opportunities for our people and value for our customers.
With our strategic partner Accenture, we work alongside our Vodafone customers, other Telco and tech companies to drive transformation, meet the challenges of our industry and ensure we stay relevant and resilient. This partnership is a unique, industry-first model which brings together the best of in-house and 3rd party capability.
We deliver value and results at scale by leveraging technology, data and our talented international team of 30K professionals in the following services:
Technology, Business, B2B, Corporate Services, Customer Care.
Our commercial model creates clear, benchmarked and competitively-priced services so that we can offer guaranteed outcomes for customers with flexibility and optionality.
Bringing together our combined strengths with our strategic partner Accenture our strategy is to:
Commercialise: Create cost transparency and foster trust and growth for our customers
Re-platform: To simplify, streamline and scale our business
Extend beyond our borders: deepening our relationships, growing our services and expanding our customer base across new customers & new geographies
We work with customers across 28 countries from 10 VOIS locations: Albania, Egypt, Hungary, India, Romania, Spain, Turkey, UK, Germany, Ireland, and with a network of teams in Czech Republic, Italy, Greece, and Portugal.
Top Benefits
- Flexible benefits program
- Hybrid working kit
- Ergonomic kit allowance
- Digital meal voucher
- Flexible transportation allowance
- Employee assistance hotline
- Counselling
- Private health insurance
- Discounted products and services
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