Customer Experience Specialist

Location: Newbury + *Hybrid working  

Working Hours: Full time 37.5 hours per week – Mon – Fri  

We believe that through collaboration and connection with our colleagues we can achieve great things. Our hybrid working approach allows our people to work both in the office and at home, providing the flexibility and resources you need to succeed in your role. We don't require you to be in on specific days; instead, we ask people to come into the office 2-3 days each week. You should work with your line manager to understand what their expectations are for you, your specific role and your team.  

Who We Are  

We’re here to build a network the UK can count on – one that connects people, places and potential. Because no matter where you live, what your background is, or how you get online – we think everyone deserves the same chance to stay connected, and with VodafoneThree, that future’s being built – today.  

We’re creating more than the UK’s best network. We’re helping close the digital divide, empower communities and drive meaningful progress.  

We believe that everyone should feel they belong. Whoever you are and whatever your story, there’s space for you here. We’re building a workplace where different perspectives are welcomed, voices are heard, and everyone feels safe to show up as themselves.  

You’ll join a team that genuinely cares – about each other, about our customers, and about the future we’re building. From day one, you’ll be welcomed, valued and encouraged to bring your whole self to work.  

Why VodafoneThree  

Join us and you’ll be at the heart of change. That means building responsibly, investing sustainably and creating opportunities that last.  

We’re not just expanding connectivity; we’re reimagining what a connected nation looks like. With £11bn invested in 5G and digital infrastructure, your work will directly power businesses, services, and communities across the country.  

You’ll work on real challenges, with real impact, across every corner of the country. Wherever you join us, whatever your role, you’ll be helping to build a future that works better for everyone.  

We move at pace, because what we’re building matters – and we’re learning as we go. We’re proud of the progress we’ve made, but we’re just getting started.  

Be a part of our Consumer team where creating and developing products, services and propositions is at the forefront. From the way we interact with our customers, to how we communicate in our campaigns and create data-driven propositions, this is where some of our best ideas are brought to life

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.

Who you are

• Solid understanding of Ofcom and FCA requirements, with the ability to assess how regulation impacts customer journeys and communicate risks or required improvements clearly and at pace.
• Skilled at generating and analysing qualitative and quantitative data, distilling it into actionable insights that influence priorities and deliver measurable improvements.
• Proven project management capability, delivering insight led CX improvements through cross functional collaboration and strong influencing skills.
• Strong written and verbal communication skills, with the ability to simplify complex issues while maintaining accuracy and impact.
• Demonstrated experience working with and influencing stakeholders at multiple levels, including third party partners, to drive alignment and action.

Need to know

We are regulated by the Financial Conduct Authority and all offers of employment for this role are subject to background checks, including criminal (DBS) and financial checks to meet the regulators standards.

We believe everyone should have the opportunity to interview for a role that matches their skills. In collaboration with our Talent, Diversity & Inclusion teams and our employee-led DEI Networks, we identified a range of reasonable adjustments to help you feel comfortable and perform at your best self during the interview process. If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, a sign language interpreter, or assistive technology, please contact your recruiter directly or email [email protected] for guidance.

We use AI in different parts of our business to boost innovation, improve efficiency, and create new opportunities. We know many candidates use AI to fine-tune their CVs or prepare for interviews, but what we really care about is your unique experiences and achievements.

During the interview, we want you to rely on your own knowledge and skills to show us who you really are—your personality, creativity, and abilities. Above all, we’re looking for authenticity and can’t wait to get to know the real you.

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