CX through AI tools

Vodafone; Dublin; Hybrid; EUR 90,000 - 110,000; Full time

Benefits offered by this job

Hybrid work model

Health and wellbeing support

Inclusive, diverse workplace

Job summary

Vodafone is seeking an AI-enabled CX leader to identify and shape high-value AI opportunities, aligning with CX strategy and commercial goals. You will translate business needs into investment-ready AI initiatives, working with delivery squads and stakeholders across IE to improve customer experiences and operational efficiency.

You will bridge business needs with AI delivery, drive adoption, and enable agents and digital channels to deliver better experiences while maximizing ROI on AI

Qualifications

• Strong understanding of Customer Experience and AI capabilities.
• Ability to quantify CX, efficiency and commercial value opportunities.
• Experience building business cases and prioritisation frameworks.
• Backlog management and roadmap planning.

Responsibilities

• Identify CX opportunities through VOIS AI and group CX tools.
• Create backlog of AI tools opportunities for prioritisation.
• Document value of backlog items clearly.
• Identify best delivery channels for AI initiatives.
• Shape AI tools forum and track roadmap delivery.
• Prioritise enhancements to maximise CX value from AI investments.
• Drive adoption and reduce customer friction through AI.
• Build investment cases for AI opportunities that improve CX.

Skills

CX strategy

AI capabilities

Digital transformation

Stakeholder alignment

Tools

VOIS AI

Group CX tools

VFIE AI Board

Job description

Join Us

At Vodafone, we’re not just shaping the future of connectivity for our customers – we’re shaping the future for everyone who joins our team. When you work with us, you’re part of a global mission to connect people, solve complex challenges, and create a sustainable and more inclusive world.

Join Us

At Vodafone, we’re not just shaping the future of connectivity for our customers – we’re shaping the future for everyone who joins our team. When you work with us, you’re part of a global mission to connect people, solve complex challenges, and create a sustainable and more inclusive world.

If you want to grow your career whilst finding the perfect balance between work and life, Vodafone offers the opportunities to help you belong and make a real impact.

What You’ll Do

• 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

Who You Are

A CX and AI enablement leader who identifies, shapes and accelerates high-value AI opportunities that improve customer experience, commercial outcomes and operational efficiency.

You bridge the gap between business needs and AI delivery teams, turning ideas into investment-ready initiatives with clear value cases, defined ownership and prioritised roadmaps.

You are passionate about ensuring Vodafone maximises the return on AI investments by driving adoption, removing customer friction and enabling agents and digital channels to deliver better experience

• Strong understanding of Customer Experience, AI capabilities and digital transformation
• Ability to identify and quantify CX, efficiency and commercial value opportunities.
• Experience building business cases, investment proposals and prioritisation frameworks.
• Skilled in backlog management, roadmap planning and stakeholder alignment.
• Capable of translating business challenges into delivery-ready AI requirements.

Not a perfect fit?

Worried that you don’t meet all the desired criteria exactly? At Vodafone we are passionate about empowering people and creating a workplace where everyone can thrive, whatever their personal or professional background.

If you’re excited about this role but your experience doesn’t align exactly with every part of the job description, we encourage you to still apply as you may be the right candidate for this role or another opportunity.

What's In It For You

• The flexibility to work how you perform best, with hybrid ways of working and real focus on work-life balance
• A competitive package including salary, bonus and a strong pension to support you now and long-term
• ‘’Generous’’ flexible benefits allowance, plus access to comprehensive health and wellbeing support
• Access to our on-site wellness centre and gym, alongside a wider wellbeing programme
• Free mobile plan, device offers and exclusive discounts for you, your family and friends
• Market-leading family policies and flexibility to support you at every stage of life
• Real opportunities for career growth through learning, development and internal progression

Who We Are

We are a leading international Telco, serving millions of customers. At Vodafone, we believe that connectivity is a force for good. If we use it for the things that really matter, it can improve people’s lives and the world around us.

Through our technology, we empower people — connecting everyone regardless of who they are or where they live — and we protect the planet, whilst helping our customers do the same.

Belonging at Vodafone isn’t a concept; it’s lived, breathed, and cultivated through everything we do. You’ll be part of a global and diverse community with many different minds, abilities, backgrounds and cultures.

We’re committed to increasing diversity, ensuring equal representation, and making Vodafone a place where everyone feels safe, valued and included.

Vodafone is committed to supporting candidates with disabilities during the recruitment process. If you require any adjustments, please let us know.

Together we can.