CX Design Lead

Vodafone; Fatih; Hybrid; TRY 167,400 - 279,000; Full time

Benefits offered by this job

Flexible Benefits Program

Hybrid working kit

Ergonomic kit allowance

Digital meal voucher

Flexible transportation allowance

Employee assistance hotline & counselling

Private health insurance

Discounts for various products & services

Job summary

Vodafone in Turkey is looking for a Customer Experience Design Lead to drive digital transformation and enhance customer journey design. You will be responsible for end-to-end journey design for new products, utilizing tools like Figma to gather customer insights and improve user experience.

The role requires collaboration with different teams to identify pain points and ensure alignment with Vodafone's digital-first strategy. The company offers a flexible benefits program, allowing for a hybrid work environment and support in various aspects of employee well-being.

Qualifications

• Experience in digital product design or customer experience roles.
• Strong analytical skills to gather customer insights.
• Ability to collaborate with cross-functional teams.

Responsibilities

• Lead end-to-end journey design for new product launches.
• Gather customer insights to address pain points.
• Set CX KPIs and publish periodic scorecards.
• Collaborate with different teams to understand customer needs.
• Drive solutions for improved customer experience.

Skills

Journey mapping tools (e.g., Figma)

Data analytics and customer insights

Design thinking

Customer experience management

Job description

What You’ll Do

We are seeking a Customer Experience Design Lead with the will and ambition to work in a high‑performing Vodafone team responsible for leading digital transformation in Turkey, reporting to the CBU Customer Experience Design Chapter Lead of Vodafone Turkey.

• End‑to‑end journey design of “new products” to be launched, using journey‑mapping tools such as Figma.
• Actively listen to Voice of Customer (VOC) and gather customer & channel insights to identify pain points in existing journeys, transforming them into project requirements and squad PBIs.
• Ensure compatibility with Vodafone Group’s digital‑first proposition checklist for products, services, and journeys delivered within tribes, applying the CX checklist.
• Set journey‑specific CX KPIs and publish periodic CX scorecards.
• Design and roll out surveys for journey‑based NPS and satisfaction scores.
• Track related customer satisfaction scores such as B‑NPS, t‑NPS, r‑NPS, j‑NPS and CES.
• Collaboratively work with Customer Insights, UX Research, and Big Data teams to understand customer needs using research and analytics.
• Act as an active member of the Design Thinking Committee to evaluate & prioritize Design Thinking project backlog and support the Design Thinking Community in rolling out projects.
• Drive solutions to improve the customer experience and level of service.
• Ensure communication bridges are initiated and upheld between the CX team, stakeholders, and the customer.
• Participate in local & international customer experience benchmarking studies and follow up on key hard metrics.
• Contribute to internal ongoing & prospective projects with a customer‑point‑of‑view, coordinating related parties for projects initiated via NPS outputs.
• Govern NPS root‑cause analyses & action plans based on business segments.

Benefits

We like to keep them flexible:

• Vflexy: Flexible Benefits Program
• Hybrid working kit
• Ergonomic kit allowance
• Digital meal voucher
• Flexible transportation allowance
• Employee assistance hotline & counselling
• Comprehensive and flexible private health insurance
• Discounted price deals for a wide range of products & services

Data Privacy

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