CX Design Lead

3 days ago


Fatih, Istanbul, Turkey Vodafone Group Full time
What you'll do

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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