CX through AI tools

Vodafone Group Plc; Dublin; On-site; 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

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.

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.