VodafoneThree - CX Data and Insights Specialist

Location:

Stoke-on-Trent Contact Centre+ Hybrid Salary:
Excellent basic salary plus bonus and Vodafone benefits

Working hours:

Full time 37.5 hours per week – Monday to Friday Hybrid 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, for at least 8 days per month. You should work with your line manager to understand what their expectations are for you, your specific role and your team. Who We Are We’re here to build a network the UK can count on – one that connects people, places and potential.

Because no matter where you live, what your background is, or how you get online – we think everyone deserves the same chance to stay connected, and with Vodafone Three, that future’s being built – today.

We’re creating more than the UK’s best network. We’re helping close the digital divide, empower communities and drive meaningful progress.

We believe that everyone should feel they belong. Whoever you are and whatever your story, there’s space for you here. We’re building a workplace where different perspectives are welcomed, voices are heard, and everyone feels safe to show up as themselves.

You’ll join a team that genuinely cares – about each other, about our customers, and about the future we’re building. From day one, you’ll be welcomed, valued and encouraged to bring your whole self to work.

Why Vodafone Three Join  us and you’ll be at the heart of change. That means building responsibly, investing sustainably and creating opportunities that last.

We’re not just expanding connectivity; we’re reimagining what a connected nation looks like. With 11bn invested in 5G and digital infrastructure, your work will directly power businesses, services, and communities across the country.

You’ll work on real challenges, with real impact, across every corner of the country. Wherever you join us, whatever your role, you’ll be helping to build a future that works better for everyone.

We move at pace, because what we’re building matters – and we’re learning as we go. We’re proud of the progress we’ve made, but we’re just getting  a part of Vodafone Three Consumer Operations, where delivering exceptional customer experiences is at the heart of everything we do. From supporting our customers across multiple sales and care channels to driving operational excellence and digital transformation, we work to enhance every interaction.

This is where innovation meets service, and where your impact can make a real difference.

What you’ll doYou’ll help turn customer feedback and operational data into meaningful insights that improve experiences for millions of customers. Working at the heart of the CX Insight team, you’ll uncover trends, identify opportunities, and provide the data-driven recommendations that influence decision-making, support business transformation, and drive continuous improvement across Consumer Operations.

You’ll deliver regular and ad hoc reporting on customer experience, complaints and operational performance, ensuring stakeholders have accurate and timely insights.

You’ll analyse customer, complaint and contact centre data to identify trends, emerging risks and opportunities to enhance the customer experience.

You’ll develop and maintain dashboards and visualisations using Power BI and other reporting tools, helping bring data to life for a wide range of audiences.

You’ll investigate customer issues and performance shifts, conducting root cause analysis and providing evidence-based…