Customer Experience Manager - Vodafone Australia - Sydney

Job description
Customer Experience Manager

At Vodafone, we believe in more Power to You. Make your mark within our dynamic and ever changing organisation which is at the forefront of telecommunications in Australia and around the world.

Reporting to the Head of Customer Experience, you will be responsible for defining, designing and delivering remarkable end-to-end customer experiences for Vodafone’s products and services, across all customer touchpoints and journeys.

This requires using customer insight to drive customer centred design, leading collaborative cross functional teams to define the customer journey, identifying pain points and value moments, highlighting improvements and leading the business to implement remarkable experiences. You will be an excellent facilitator and influencer, and will work collaboratively with product managers and other key stakeholders to deliver customer and commercial outcomes. You’ll be the voice of the customer in all forums.

To be successful in this role, it’s likely you’ll have a service design background, or marketing/product experience that you’re keen to take to the next level through customer centred design of products and services. Understanding and articulating customer and commercial impact is key, and you will be able to demonstrate that experience initiatives are delivering real change in brand and commercial metrics. You’re influencing skills will be well utilised as part of the team driving customer centred thinking throughout the business.

To succeed you will demonstrate a flexible "can do" attitude and the ability to work effectively in a team environment. You will be a self motivated individual with a proactive approach who can work well under pressure to meet deadlines.

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