End-to-End CX Transformation Lead – AI & Insights

Vodafone; Dublin; Hybrid; EUR 110,000 - 150,000; Full time

Benefits offered by this job

Free mobile plan

Health & wellbeing support

Flexible benefits allowance

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Change management

Analytical mindset

Bias for action

Challenging status quo

Stakeholder influence

Transformation experience

Team leadership

Relationship management

Job description

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.