We are seeking a Customer Experience Associate Manager with the will and ambition to work in high performing Vodafone Team responsible for Leading Digital Transformation in Turkey, reporting Customer Experience Manager of Vodafone Turkey.
The accountabilities of this role are :
Responsible from Net Promoter Score target of assigned customer segments
Analyse & define GAPs to reach NPS targets and prioritize actions
Encourage and work with core teams to take prioritized actions from NPS results in order to enhance customer experience
Follow up voice of customer from various sources and analyse all to bring actionable insights into business to improve customer experience
Ensuring communication bridges are initiated and upheld between Customer Experience team, stakeholders and the customer
Set-up competitive analysis to highlight opportunities and threats within customer experience management
Evaluate and approve customer experience of new products and services while being a part of pre-development, pre-launch, launch and post-
launch of products and services at defined checkpoints to create best-in-class experiences
Act as the initiator of DigiCARE approach, and work closely with relevant teams to gather updates to Group leads
Gather best practices and / or generate innovative ideas to differentiate Vodafone Turkey’s Branded Customer Experience
Create breakthrough ideas and digital experience strategies to develop future way of experiences
Deliver best case digitalized projects for selected MOTs
Build and facilitate Customer Devoted Communication platforms and create engagement programs for employees.
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.
Min 2 years of experience in related fields.
Insight driven. Analytic and out-of-the- box thinking skills
Stakeholder management skills
Creative problem solving skills
Problem solving & decision making
Results-driven and delivery-focused
Excellent communication and presentation skills