VoC & CX Analytics Specialist

Vodafone Group Plc; Newbury; Hybrid; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Great pay

Bonuses

28 days off + bank holidays

Pension plan

Learning tools

Parental leave

Job summary

Vodafone Group Plc in Newbury (hybrid) is seeking a senior CX leader to define and deliver the end-to-end Vodafone Business customer sentiment strategy. You will build a 360° VoC ecosystem, integrating predictive analytics and scalable technology to drive data-led decisions across the business.

You will own detractor management, establish a governance-driven CX framework, and mentor colleagues in advanced analytics while aligning insights with commercial priorities.

Qualifications

• Significant experience leading CX and VoC programmes in a large organisation.
• Expertise in measuring customer sentiment and turning insights into outcomes.
• Ability to influence senior stakeholders and drive cross-functional change.

Responsibilities

• Define and deliver the end-to-end Vodafone Business customer sentiment strategy.
• Own and drive detractor management, with actions to reduce churn and recover value.
• Establish a single CX measurement framework with clear metrics and governance.
• Lead the CX technology and VoC platform strategy and supplier negotiations.

Skills

Customer sentiment

VoC

Advanced analytics

Excel

Power BI

Stakeholder management

Job description

Vodafone Group Plc in Newbury (hybrid) is seeking a senior CX leader to define and deliver the end-to-end Vodafone Business customer sentiment strategy. You will build a 360° VoC ecosystem, integrating predictive analytics and scalable technology to drive data-led decisions across the business.

You will own detractor management, establish a governance-driven CX framework, and mentor colleagues in advanced analytics while aligning insights with commercial priorities.