VodafoneThree - Insight Specialist

Location:

London OR Newbury + Hybrid

Salary:
Excellent basic salary plus bonus and Vodafone benefits

Working hours:

Full time, 37.5 hours per week – Monday to Friday

Our hybrid working approach allows employees to work both in the office and loyees are expected to be in the office 2–3 days each week, for at least 8 days per month. Managers set expectations based on role and team.

To lead the analysis of end-to-end Vodafone Business customer sentiment and market insight, delivering strategic recommendations and driving cross‑functional influence to significantly improve customer experience. The role holder will proactively shape business decisions by leveraging deep analytical expertise and market intelligence.

• Analyse end-to-end customer journeys and sentiment across all Vodafone Business touchpoints, identifying root causes of customer pain points and opportunities for transformation. Combine with trend analysis to produce meaningful opportunities to realise improved customer experience and drive cost reduction, across critical moments that matter.
• Integrate and interpret both internal customer data and external market insights to provide a holistic view of customer experience. Develop and deliver strategic recommendations to senior leadership, influencing business priorities and customer experience strategy.
• Drive the adoption of customer and market insights across the organisation, ensuring recommendations are actioned and embedded in operational and strategic plans.
• Lead the design and continuous improvement of frameworks for customer experience measurement, performance tracking, and sentiment analysis.
• Act as a subject matter expert, advising on best practices in customer insight, analytics, and market intelligence. Partner with cross‑functional teams to embed insights into operational and strategic decisions.
• Champion a data‑driven culture, mentoring and upskilling colleagues in advanced analytics and insight methodologies.
• Represent the customer voice in cross‑functional forums, ensuring that insights drive tangible improvements in products, services, and processes.
• Oversee and own the development and enhancement of dashboards, reporting tools, and storytelling assets for customer experience KPIs.
• Ensure the highest standards of data integrity, governance, and compliance in all insight activities.

• Significant experience in customer insights, analytics, or performance management roles, ideally within a large, complex organisation.
• Demonstrable expertise in advanced data analysis, customer sentiment measurement, and market intelligence, with experience of integrating multiple data sources, including market research and competitor analysis, to inform recommendations.
• Advanced skills in data analysis tools (e.g., Excel, Power BI), visualisation platforms, and data storytelling.
• Proven ability to influence and challenge senior stakeholders, driving strategic change and customer‑centric decision‑making.
• Strong commercial acumen and understanding of telecoms industry trends and competitive landscape.
• Experience mentoring or coaching others in analytics or insight roles is desirable.

We care about our people’s success by offering generous pay, bonuses, up to 28 days off plus bank holidays, paid time for charity work, and a range of benefits including discounts, vouchers, a pension plan, and more. We also provide learning tools and robust parental leave policies.

All offers of employment for this role are subject to background checks, including criminal (DBS) and financial checks to meet the Financial Conduct Authority’s standards. Reasonable adjustments or accessibility requests are supported; please refer to our Accessibility section for guidance.

We are passionate about Inclusion for All and creating a workplace where everyone can thrive, regardless of background or experience.