VodafoneThree Customer Experience Specialist at Three UK

We’re creating something special. We are joining forces to create the biggest mobile network provider in the UK. Through our collective strengths and talents, we will transform customers’ experience and create a best-in-class network for coverage, connectivity, and reliability, delivering greater value and more choice for the nation than ever before.  There are very few moments in our careers where we can feel the ground shifting beneath us, where we can sense that something bigger than we’ve known before is taking shape. We’re not just building a company. We’re going to build a culture, a legacy and a future to be proud of. This will require remarkable leadership and together we can set the standard in the industry and beyond for both customer and employee experience, in what it is a career-defining opportunity.  The customer experience specialist will support the development and delivery of the Mobile CX plan, proactively monitoring KPIs to identify key drivers and prioritise the most impactful improvements. They will ensure clear problem statements, define required fixes based on insight, and drive plans that transform customer experience What you’ll do  • Identify the key drivers of customer experience (CX) and generate actionable insights to shape programme direction and support informed decision making.   • Analyse call and complaint drivers to uncover underlying issues and lead the development and execution of plans to address root causes.   • Support the prioritisation of CX initiatives, including defect fixes, change requests and remediation activity.   • Drive improvement through the coordination, delivery and reporting of CX initiatives, ensuring clear ownership and measurable outcomes.   • Lead specific mobile-focused workstreams as required, ensuring alignment to overall CX strategy.   • Oversee regulatory CX performance, ensuring full compliance across all customer channels.  • Champion the interpretation and application of rNPS and deep detractor insights, promoting their value and embedding them across multi‑channel stakeholder teams. • Use available tools and data to map and analyse key customer journeys, identifying pain points and moments of truth, and engage stakeholders to drive insight led action. • Build strong relationships with key stakeholders, confidently challenging performance and influencing change to improve the customer experience.