CX AI Strategist: Drive AI-Enabled Customer Experience

Vodafone Group Plc; Dublin; Hybrid; EUR 70,000 - 100,000; Full time

Benefits offered by this job

Hybrid work model

Health and wellbeing support

Wellness programme

Mobile plan discounts

Job summary

Vodafone Group Plc is seeking to enhance customer experience through VOIS AI initiatives. The role focuses on identifying CX opportunities, building backlogs, and guiding AI-driven enhancements to improve value and frontline usage.

Join a global telco leader driving innovation in AI-enabled customer experience and cross-functional collaboration across CX teams, with a flexible hybrid work model and strong emphasis on developer and business insights.

Responsibilities

• Identify CX opportunities through VOIS AI and group CX AI tools, ensuring roadmaps are aligned to value & CX strategy.
• Create backlog of AI tools opportunities to be considered for prioritisation through VOIS AI squads, Group CX tools & VFIE AI Board.
• Clear documentation of value of each backlog item.
• Identification of best delivery channel (VOIS, Group CX Insights, Other).
• Building AI asks to state of readiness that they can be seamlessly accepted by delivery squads.
• Shape AI tools forum with VOIS, tracking roadmap delivery and opportunity unlock.
• Prioritise enhancements to maximise commercial and CX value from AI investment.
• Drive focus on addressing gaps between AI capability and frontline usage.
• Build investment cases for AI opportunities that will drive better CX, using insight from wider CX team.
• Understand how we can capitalise on AI investments across IE to support Agents, empower Tobi or eradicate customer friction points.
• Support in assessing impact of organisational wide CX activates – Through AI models.
• Elevate the understanding, of capabilities that can be unlocked through AI, turning roadmaps into business value explanations.

Job description

Vodafone Group Plc is seeking to enhance customer experience through VOIS AI initiatives. The role focuses on identifying CX opportunities, building backlogs, and guiding AI-driven enhancements to improve value and frontline usage.

Join a global telco leader driving innovation in AI-enabled customer experience and cross-functional collaboration across CX teams, with a flexible hybrid work model and strong emphasis on developer and business insights.