E2E CX Lead

Vodafone Group Plc; Dublin; Hybrid; EUR 120,000 - 180,000; Full time

Benefits offered by this job

Hybrid work model

Competitive salary + bonus

Strong pension

Flexible benefits

Health and wellbeing support

On-site gym and wellness centre

Mobile plans & device offers

Family policies

Internal progression

Job summary

Vodafone Group Plc is seeking a transformative leader to own customer experience initiatives across enterprise programs. You will shape decision-making, drive AI-assisted improvements, and align cross-functional teams to deliver measurable customer outcomes in a fast-paced environment.

The role offers hybrid working with exposure to senior executives, a strong pension, and a comprehensive benefits program designed to support work-life balance and career progression.

Qualifications

• Experience delivering change in a complex, fast-moving environment.
• Ability to test, learn and adapt quickly.
• Proven ability to lead cross-functional teams and influence senior stakeholders.

Responsibilities

• CX Ownership – lead the CX Board model and drive decisions across teams.
• Drive improvements in JNPS & RNPS, reduce DD, boost promoter growth and FCR.
• Turn customer and operational insights into prioritized actions with measurable outcomes.
• Lead E2E Journey Assessment to remove friction in priority journeys.
• Accelerate AI adoption across customer operations with measurable impact.

Skills

Change management

Stakeholder management

People leadership

AI-enabled transformation

Problem solving

Job description

Join usAt 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 right balance between work and life, Vodafone offers the opportunity to help you belong and make a real impact.What you’ll doThis is an opportunity to lead enterprise-level transformation, gain exposure to senior decision-makers and shape how Vodafone uses insight and AI to create its next generation of customer experiences.CX Ownership –lead the CX Board model including cadence, structure and decision-making. Use it to accelerate decisions, unblock delivery and hold teams accountable for customer outcomes.Drive improvements in: JNPS & RNPS – DD reduction, promoter growth, customer effort & FCRBuild clear ownership and momentum across cross-functional teams.Insights to Action - Turn customer, operational and frontline insights into prioritised, quantified actions, by identifying root causes of detraction & opportunities to create promotors. Move initiatives rapidly from idea and experimentation into scaled delivery.E2E Journey Assessment - Remove friction from priority customer journeys.Accelerate adoption of AI across customer operations. Ensure AI tools deliver real performance improvement (FCR, speed, quality, customer effort reduction)Team Leadership - Lead and develop a team across:E2E Journey assessorsCX through AI ownerClose the loop agentsWho you areExperience delivering change in a complex, fast-moving environment.Evidence of taking ambiguous problems from insight to measurable outcome.Bias for action, with the ability to test, learn and adapt quickly.Confidence challenging established ways of working.Ability to build coalitions and create momentum without always having direct authority.Experience delivering customer, digital, operational or AI-enabled transformation in a complex organisation.Ability to lead a team across wide range of skill sets.Excellent relationship management & influencing skills, & to be very comfortable interacting with all levels including Senior ExecutivesNot 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 — 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 balanceA 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 supportAccess to our on-site wellness centre and gym, alongside a wider wellbeing programmeFree mobile plan, device offers and exclusive discounts for you, your family and friendsMarket-leading family policies and flexibility to support you at every stage of lifeReal opportunities for career growth through learning, development and internal progressionWho we areWe 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.#LI-JB1