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Vodafone Logo Vodafone · IT - Software Development

CX Design Lead

Türkiye, İstanbul · Job Posted June 15, 2026
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Job Description

We are seeking a Customer Experience Design Lead with the will and ambition to work in high performing Vodafone Team responsible for Leading Digital Transformation in Turkey, reporting to CBU Customer Experience Design Chapter Lead of Vodafone Turkey.

Job Responsibility

  • E2E journey design of 'new products' to be launched, using journey mapping tools like Figma
  • Actively listening VOC and gathering customer & channel insights to find customer pain points at existing journeys to be improved and turn them into actual project requirements and squad PBIs
  • Ensuring compatibility to Vodafone Group's digital first proposition checklist of products & services & journeys delivered within tribes by applying CX checklist
  • Setting journey specific CX KPIs and publishing periodic CX scorecards
  • Designing and rolling out surveys for journey based NPS and satisfaction scores
  • Tracking related customer satisfaction scores such as: B-NPS, t-NPS, r-NPS, j-NPS and CES
  • Collaboratively working with Customer Insights, UX Research and Big Data teams to understand customer needs using researches and analytics
  • Acting as an active member of Design Thinking Committee to evaluate & prioritize Design Thinking Projects backlog and support Design Thinking Community to roll-out projects
  • Driving solutions to improve the customer experience and level of service
  • Ensuring communication bridges are initiated and upheld between CX team, stakeholders and the customer
  • Participating local & international customer experience benchmarking studies and follow up of key hard metrics
  • Contributing the internal ongoing & prospective projects with 'customer point of view', coordinating the related parties for the projects initiated via NPS outputs
  • Governance of NPS root cause analyses & action plans based on business segments

Requirements

  • E2E journey design of 'new products' to be launched, Using Journey mapping tools like Figma
  • Actively listening VOC and gathering customer & channel insights to find customer pain points at existing journeys to be improved and to turn them into actual project requirements and squad PBIs
  • Ensuring compatibility to Vodafone Group's digital first proposition checklist of products & services & journeys delivered within tribes with applying CX checklist
  • Setting journey specific CX KPIs and publishing periodic CX scorecards
  • Designing and rolling out surveys for journey based NPS and satisfaction scores
  • Tracking related customer satisfaction scores such as: B-NPS, t-NPS, r-NPS, j-NPS and CES
  • Collaboratively working with Customer Insights, UX Research and Big Data teams to understand customer needs using researches and analytics
  • Acting as an active member of Design Thinking Committee to evaluate & prioritize Design Thinking Projects backlog and support Design Thinking Community to roll-out projects
  • Driving solutions to improve the customer experience and level of service
  • Ensuring communication bridges are initiated and upheld between CX team, stakeholders and the customer
  • Participating local & international customer experience benchmarking studies and follow up of key hard metrics
  • Contributing the internal ongoing & prospective projects with 'customer point of view', coordinating the related parties for the projects initiated via NPS outputs
  • Governance of NPS root cause analyses & action plans based on business segments

What we offer

  • 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 wide range of products & services
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