AddressDescription
Location: Homebased
Salary: Excellent basic salary plus bonus and Vodafone benefits
Working Hours: Full time 37.5 hours per week – Mon to Fri
Homebased
Who We Are
At Vodafone UK, diversity isn’t just a buzzword, it is core to who we are as a company. We’re proud to be certified as a Great Place to Work and are committed to driving inclusion for all; creating a workplace that is fully representative of the communities and customers we serve.
Our Customer Insights team perform a critical role for business improvement workstreams. Through investigation and data analysis they provide actionable insights that help shape our customer journeys, improve our propositions, and enhance our customers’ interaction experience across channels. Whether online, in app, IVR & chat self-service, or assisted calls & chats.
What you’ll do
You will manage a team of Analysts to successfully deliver their objectives, while developing collaborative relationships across Vodafone. You will ensure that the quality of the team’s insights meets the needs of your stakeholders.
You and your team will:
- Produce regular, frequent analysis that provide actionable business improvement insights relating to customers’ process journeys, their product experience, and their contact channel experience.
- Generate insights that target improvements in customer contact performance measures, including complaints, calls, chats, social. Plus, repeat contact (FCR) and customer sentiment (TNPS).
- Support the development of seamless omni-channel experiences for customers, by leading analysis of performance across assisted and self-service channels. Including digital engagement and containment.
- Scope and size of business change impacts, proposition launches and benefits from business improvements to enable effective resource decision making and budget management.
- Lead analytical support for initiatives, such as the design and implementation of operating model or contact centre estate changes.
Who you are
- Customer Insights or Business analytics background, with modelling experience and an ability to tell a story through data.
- Ability to code in SQL and experience working in AWS/GCP environments.
- Knowledge of customer contact platforms & systems (CRM, IVR, bots, social, case mgmt. tools, diagnostics).
- Experience leading and managing teams of Analysts.
- Excellent communication skills – ability to manage / balance expectations across multiple stakeholders/teams.
Worried that you don’t meet all the desired criteria exactly? At Vodafone we are passionate about Inclusion for All 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 apply as you may be the right candidate for this role or another role, and our recruitment team can help you see how your skills fit in.
What we offer
We believe that taking care of our employees is the key to their success. That is why we offer an excellent remuneration and bonus package with up to 28 days holiday entitlement, in addition to bank holidays and paid leave for charity projects. We offer an extensive benefits package that can be tailored to suit you and your family, including employee discounts, retail vouchers, pension plan and share schemes. We take pride in our commitment to supporting you at every stage of your career by providing top of the range learning and development tools and market leading parental leave policies.
Together we can
Vodafone UK are regulated by the Financial Conduct Authority and all offers of employment for this role are subject to background checks, including criminal (DBS) and financial checks to meet the regulators standards.
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, a sign language interpreter, or assistive technology, please refer to the Accessibility section of our Careers website (https://careers.vodafone.com/uk/applying-to-vodafone/) for guidance.
Posting End Date: 19th December 2023
Recruiter Name: James Butler
Recruiter Email: james.butler1@vodafone.com
