
CX Design Lead
3 days ago
Your dream job does exist. Discover it at Vodafone We are looking for a CX Design Lead.
First things first: Our Brand. We are a digital brand and a global technology company, operating in the fields of telecommunication, e-commerce, gaming, insurance, TV, tech-fin and payment systems, currently in 21 countries. With our expertise and passion for digitalization at Vodafone, we are a global center of excellence that sets the pace in the industry. We have a global team of more than 90,000 colleagues taking part in a transformative and exciting journey.
Why is this role really critical to us? We are seeking a Customer Experience Design Lead with the will and ambition to work in a high performing Vodafone Team responsible for leading Digital Transformation in Turkey, reporting to CBU Customer Experience Design Chapter Lead of Vodafone Turkey.
How will you spend your time at Vodafone?
- E2E journey design of "new products" to be launched,
- Using Journey mapping tools like Figma
- Actively listening VOC and gathering customer & channel insights to find customer pain points at existing journeys to be improved and to turn them into actual project requirements and squad PBIs
- Ensuring compatibility to Vodafone Group's digital first proposition checklist of products & services & journeys delivered within tribes with applying CX checklist
- Setting journey specific CX KPIs and publishing periodic CX scorecards
- Designing and rolling out surveys for journey based NPS and satisfaction scores
- Tracking related customer satisfaction scores such as: B-NPS, t-NPS, r-NPS, j-NPS and CES
- Collaboratively working with Customer Insights, UX Research and Big Data teams to understand customer needs using researches and analytics.
- Acting as an active member of Design Thinking Committee to evaluate & prioritize Design Thinking Projects backlog and support Design Thinking Community to roll-out projects.
- Driving solutions to improve the customer experience and level of service.
- 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.
- 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
You are just the person we've been looking for, if you have:
- University degree (engineering or management)
- Solid background and knowledge in Product-life cycle and Channel/touchpoint design (VBU background is a strong plus)
- Deep understanding of service design methodologies with Design Thinking approach.
- Experience in leading cross-functional projects (CX related projects preferred)
- Ability to analyze data and use related tools (Excel, Business Objects)
- Strong interpersonal, team communication, coordination and facilitation skills
- Strong follow-up skills and ability to work under pressure and challenging targets
- Adaptive to change
- Takes personal responsibility, self-starter
- An energetic and infectiously positive attitude
- Ability to influence client decision makers across client business and functional departments, based upon experience and insight
- Excellent command of English
Get to know us
If you want to know more about us and what we do, then visit our website: www.vodafone.com.tr
Data Privacy: By applying for this job, you accept the Vodafone Privacy Policy. Please visit Privacy Policy web page at Privacy Policy for further details.
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