Service Design Executive-MAS0002JYWe are seeking a Service Design Executive with the will and ambition towork in high performing Vodafone Team responsible for Leading DigitalTransformation in Turkey, reporting to Business and Customer Process.
Snr.Mngr of Vodafone Turkey.
Service Design for Mobile segments
Make use of market insights, NPS analysis as well as churn surveys and deliver customer interaction analysis for call center, sales and digital channels.
Interpret these analysis and identify customer turn offs and critical improvement areas.
Setting and tracking KPI’s for the journey episodes and developing alarm mechanisms to take the right response on time
Lead / coordinate cross-functional Voice of Customer initiatives to drive continuous service improvement in Enterprise business unit,
Running the NPS improvement projects related to the journey episode
Regular assessment of Journey Episodes considering customer’s point of-view and Journey Design Guiding Principles
Digitalize and automatize all customer journeys with ensuring highest customer satisfaction
Enable correct, consistent and comprehensible customer communication & language through all channels
Identify the gaps in the current journey episodes and develop / improve them with Journey Managers
Gather customer feedback from all touch points, operational and customer KPI’s; track and publish journey episode based CX dashboard
Uses Service Design Thinking methodology during design
Has in-depth knowledge of agile working methodology
Work collaboratively & constructively with Segments, Products & Services, CVM, Market Insights, online, sales and other Customer Experience unit teams.
Drive alignment with internal stakeholders around delivering the absolute customer satisfaction, and help to streamline this delivery.
Vodafone, one of the largest telecommunications companies in the world, has mobile operations in 26 countries (partnering with mobile networks in 55 more) and fixed broadband operations in 17 markets, serving 446 million mobile customers and 12 million fixed broadband customers around the world.
Vodafone is strongly committed to lead the digital transformation in the Turkish Market, where the company has been operating and investing heavily since 2006.
University degree (engineering or management)
Sees big picture as well as details
Strong people and team communication and coordination skills
Strong follow-up skills and ability to work under pressure and challenging targets
Works effectively in changing environment
Excellent presentation skills (both powerpoint preparation and presentation to management)
Ability to analyze data and use related tools (Excel, Business Objects)
Project management experience
Takes personal responsibility
Listens and understands customer needs
Works effectively in a changing environment
Minimum 4 years experience
Maslak HQ / Head OfficeBüyükdere Cad. No : 251 MaslakŞişliİstanbul
Full-timeEmployment Type : Permanent
06-Jul-18, 4 : 59 : 00 PM