E2E CX Lead

Vodafone; Dublin; Híbrido; EUR 110 000 - 150 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Free mobile plan

Health & wellbeing support

Flexible benefits allowance

Resumo da oferta

Vodafone in Ireland is seeking a senior transformation lead to shape how AI and insights drive next-generation customer experiences. You will work with senior decision-makers to define strategy, own CX governance, and accelerate delivery across cross-functional teams.

You’ll champion data-driven improvement, optimize customer journeys, and lead a team of journey assessors and CX owners, while enabling AI-enabled outcomes and faster time to value.

Qualificações

• Experience delivering change in a complex, fast-moving environment.
• Ability to translate insights into measurable outcomes.
• Bias for action with quick test-and-learn mindset.
• Ability to lead cross-functional teams and influence without direct authority.
• Experience delivering AI-enabled transformation across complex organisations.

Responsabilidades

• CX Ownership – lead the CX Board model, cadence and decision-making.
• Drive improvements in JNPS & RNPS – DD reduction, promoter growth, customer effort & FCR.
• Build clear ownership and momentum across cross-functional teams.
• Insights to Action - turn insights into prioritized, quantified actions.
• E2E Journey Assessment - remove friction from priority customer journeys.
• Accelerate adoption of AI across customer operations.
• Team Leadership - lead and develop E2E Journey assessors, CX through AI owner, close the loop agents.

Conhecimentos

Change management

Analytical mindset

Bias for action

Challenging status quo

Stakeholder influence

Transformation experience

Team leadership

Relationship management

Descrição da oferta de emprego

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.

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 right balance between work and life, Vodafone offers the opportunity to help you belong and make a real impact.

What You’ll Do

This 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 & FCR
• Build 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 assessors
  • CX through AI owner
  • Close the loop agents

Who You Are

• Experience 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 Executives

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 — 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.