CX Design Lead

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 are proud to export our successful practices abroad, while transferring our global know-how to our country.

We have a global team of more than 90.000 colleagues taking part in a transformative and an exctiting journey.

Our Spirit, Our Way.

Here are the key behaviours that help us bring our Spirit and Purpose to life: 

• Earn customer loyalty: Small things do matter.
• Experiment, learn fast: Just take the chance.
• Create the future: That’s possible.
• Get it done, together: It’s up to each of us to make it happen.

Here, everyone can feel free to be themselves and express their ideas.

We are proud to have the most flexible #hybrid way of working in Turkey. 

Together with your team, you can decide which days to come to the office depending on your work requirements. 

Another favorite: Meeting-free afternoons! Every Friday, arrival of the noon means we can start to take it easy: spend time working on our personal development or catching up with our team. We call this #CumaKafası (Friday mood).

And yes we are Agile! The world is constantly changing. And we cannot afford not to! Our journey began by simplifying our organizational model and transforming into a more agile structure that now we use extensively, especially in our development processes.

Why is this role really critical to us?

We are seeking a Customer Experience Design Lead with the will and ambition to work in 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?

We are seeking a Customer Experience Design Lead with the will and ambition to work in high performing Vodafone Team responsible for Leading Digital Transformation in Turkey, reporting to Customer Experience Design Chapter Lead of Vodafone Turkey.

• 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)
• Has a deep understanding of service design methodologies with Design Thinking approach.
• Has an experience in leading cross functional projects (CX related projects preferred)
• Ability to analyse 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

https://www.vodafone.com.tr/insan-kaynaklari

Instagram: https://www.instagram.com/vodafonekariyer/

Youtube: https://www.youtube.com/user/VFTurkiye

This role has a #Hybrid working model

Wait for it: Our benefits!

We like to keep them flexible:

• Vflexy: Flexible Benefits Program
• Hybrid working kit
• Ergonomic kit allowance
• Digital meal voucher
• Flexible transportation allowance.
• Employee assistance hotline & counselling
• Comprehensive and flexible private health insurance
• Discounted price deals for wide range of products & services

Plus, plenty more to enjoy!

#LI-Hybrid 

Data Privacy

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