CX Design Lead

Vodafone Group Plc

Fatih

On-site

TRY 100,000 - 120,000

Full time

14 days+

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Benefits offered by this job

Flexible Benefits Program

Hybrid working kit

Ergonomic kit allowance

Digital meal voucher

Flexible transportation allowance

Employee assistance hotline and counselling

Comprehensive private health insurance

Discounted products and services

Job summary

Vodafone Group Plc is seeking a Customer Experience Design Lead for their team in Turkey. This role involves leading digital transformation efforts, collaborating with various teams, and designing efficient customer journeys while ensuring alignment with Vodafone's Digital First proposition.

The ideal candidate will leverage tools like Figma to lead design processes, gather insights, and track customer satisfaction through KPIs. A commitment to enhancing the customer experience is essential, along with flexibility in working arrangements and comprehensive benefits.

Qualifications

Experience in end-to-end journey design for new products.
Proficient with journey mapping tools like Figma.
Strong ability to listen to VOC and gather customer insights.

Responsibilities

Lead digital transformation in Turkey for customer experience.
Collaborate with teams to identify pain points and deliver solutions.
Set journey-specific CX KPIs and publish scorecards.

Skills

End-to-end journey design

Journey mapping tools (Figma)

Voice of Customer (VOC) analysis

Customer experience (CX) KPIs

Collaboration with UX Research

Design Thinking

Root-cause analysis

Tools

Figma

Job description

What you’ll do

Lead digital transformation in Turkey as Customer Experience Design Lead, reporting to CBU Customer Experience Design Chapter Lead of Vodafone Turkey.
Lead end‑to‑end journey design of new products, using journey mapping tools such as Figma.
Listen to VOC, gather customer and channel insights to identify pain points in existing journeys and translate them into project requirements and squad PBIs.
Ensure compatibility with Vodafone Group’s Digital First proposition checklist across products, services and journeys delivered through tribes, applying the CX checklist.
Set journey‑specific CX KPIs and publish periodic CX scorecards.
Design and roll out journey‑based NPS and satisfaction surveys, track related customer satisfaction scores (B‑NPS, t‑NPS, r‑NPS, j‑NPS, CES).
Collaborate with Customer Insights, UX Research and Big Data teams to understand customer needs via research and analytics.
Act as an active member of the Design Thinking Committee, evaluate priorities, and support the Design Thinking Community to roll out projects.
Drive solutions to improve customer experience and service level.
Establish and uphold communication bridges between the CX team, stakeholders and customers.
Participate in local and international customer experience benchmarking studies and follow up on key hard metrics.
Contribute to internal ongoing and prospective projects with a customer‑centric view and coordinate related parties for projects initiated via NPS outputs.
Govern NPS root‑cause analyses and action plans based on business segments.

Who you are

Experience in end‑to‑end journey design for new products.
Proficient with journey mapping tools like Figma.
Strong ability to listen to VOC, gather customer & channel insights, and identify pain points.
Knowledge of Vodafone Group Digital First proposition checklist and CX checklist.
Experience setting CX KPIs and publishing scorecards.
Experience designing and rolling out NPS and satisfaction surveys.
Collaboration with Customer Insights, UX Research, and Big Data teams.
Active participation in Design Thinking Committee and community.
Strong communication skills to bridge CX team, stakeholders, and customers.
Experience in benchmarking studies and hard metric follow‑up.
Analytical mindset for NPS root‑cause analysis and action planning.

What's in it for you