CX Specialist

Location: Stoke-on-Trent + Hybrid

Salary: Excellent basic salary plus bonus and Vodafone benefits

Working Hours: Full time 37.5 hours per week – Monday to Friday

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.

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.

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 started. Be 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.

You’ll be responsible for driving the delivery and governance of Vodafone Three’s cross brand programme to reduce complaints, contacts and customer dissatisfaction. You’ll design and run a clear governance framework for CX impacting initiatives, track progress against it, and work closely with senior stakeholders to make sure actions are owned, delivered and escalated where needed. The goal is predictable delivery, clear accountability and an aligned roadmap that systematically tackles customer pain points.

• Lead and shape the cross brand complaint and contact reduction programmes, ensuring clear ownership, prioritisation and delivery tracking across teams – indirectly matrix managing multiple senior stakeholders
• Understand and interpret complex RCA (Root Cause Analysis) outputs, identifying where action ownership should sit and influencing senior stakeholders to ensure actions are delivered on time
• Own and govern the end to end programme plan, including milestones, risks, dependencies and escalation paths
• Build and maintain a clear, insightful reporting suite covering programme activity, action tracking, benefits sizing, prioritisation and governance, using Power BI or equivalent automated tools to improve efficiency
• Lead, maintain and govern the multi workstream programme plan, ensuring risks, dependencies, mitigations and escalation routes are clearly defined and actively managed
• Drive…