CX Design Lead: End-to-End Journeys & NPS Strategy

Vodafone Group Plc; Fatih; Hybrid; TRY 100,000 - 120,000; 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 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

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.