Descrição
Digitally focussed and providing a truly world class customer experience is a critical part of what Vodafone stands for. From driving penetration and functionality of the My Vodafone App to developing and implementing our global customer experience programme, our Customer Experience teams relentlessly identify ways to improve our customers’ experience of Vodafone to help us become a truly admired company.
As a Customer Experience Design Specialist you will be expected to play an active role in the creative process to develop the blueprints for compelling customer experience working with a wide multidisciplinary stakeholder team. As a team, we're responsible for total experience creation across all touch points of our customers' journeys. You will be confident working in both consultative and productive capacities directly with client stakeholders to overcome challenges from a user-centric perspective.
With us you wil be responsible to..
- Be the voice of the customer and the employee based on insights
- Design & develop compelling experiences for customers throughout their Multi -channel journeys, both new and continuous improvement
- Document the customer experience through journey & service mapping, personas, wireframes & information architecture
- Investigate and interprete NPS customer feedback
- Determine root cause via Call listening, System reports, data analysis systems and by contacting the customers.
- Report the results back to the relevant members of the business.
- Identify patterns and trends in data sets and work alongside the relevant teams to establish actions needed to address gaps & customer issues
- Present findings, action plan & deliveries on a monthly basis to the management
- Recommend new ideas and innovations to grow and improve our relationship with current customers, based on market research and best practices