Customer Strategy lead

Location: London Speechmark + Hybrid Working

Salary: Excellent basic salary plus bonus and Vodafone benefits

Working Hours: Full time 37.5 hours per week – Mon to Fri

At Vodafone UK we believe that through collaboration and connection with our colleagues we can achieve great things. Our hybrid working approach allows our people to work both in the office and at home, providing the flexibility and resources you need to succeed in your role. We don't require you to be in on specific days; instead, we ask people to come into the office 2-3 days each week, on average 8 days a month. Our “Office in a Box” home working kit will provide you with everything you need, no matter where you are.

Who We Are

We’re a global technology communications company that empowers people and businesses to stay connected and thrive in a digital world. With a focus on innovation, sustainability and earning customer loyalty, we leverage cutting-edge technology to offer products and services that enhance communication and improve lives.

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.

Be a part of Vodafone UK Consumer team where creating and developing products, services and propositions is at the forefront. From the way we interact with our customers, to how we communicate in our campaigns and create data-driven propositions, this is where some of our best ideas are brought to life.

What You’ll Do

• Accountable for the overall customer experience strategy driven from our pega decisioning solution - ensuring relevance through use of Intent drivers, Arbitration Formula (propensity vs value), Contact & channel strategy with key collaboration/approval from Product Owners and commercial managers
• Design of high level customer journey orchestration
• Leadership of the Customer CoE and accountable for its overall performance
• Responsible for Customer COE processes & governance including demand management and simulation
• Monitoring and reporting on AOM effectiveness in delivery to customer and business needs
• Introduction and development of new channels
  
  
  

Who You Are

• Pega Knowledge desirable
• Detailed understanding of Vodafone / Telco product sets and CVM campaign strategies for mobile and broadband customer bases
• Experience with customer contact and delivery strategy across inbound and outbound channels
• Team management
• Understanding of how analytics, decisioning and delivery platforms can work together to deliver leading edge customer experiences
  
  
  

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.

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