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Vodafone Logo Vodafone · IT - Software Development

Cx Initiatives Specialist

United Kingdom, Newbury Employment contract · Job Posted May 03, 2026
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Job Description

We're building something genuinely transformative as we unite two major brands to create the UK's largest mobile network, setting a new benchmark for coverage, connectivity and customer experience. This is one of those rare career moments where you can feel the scale of change happening around you and know you're part of shaping a legacy. You'll play a pivotal role in a hub and spoke model, coordinating corrective actions across operational teams and ensuring RCA insights translate into clear, trackable and timely improvements. Your work will help map processes, consolidate actions, document change and track benefits, driving sustainable, repeatable enhancements across the organisation. This is a chance to influence how a new industry leader operates, collaborates and continuously improves. If you want to help define the future of a national network and the culture that powers it, this is the moment to step in.

Job Responsibility

  • Coordinate improvement and remediation initiatives across the organisation, ensuring RCA outcomes translate into clear, actionable change
  • Analyse customer feedback, complaints and CX data to spot proactive, insight led opportunities to enhance our end to end experience
  • Track actions, owners, timelines and dependencies to keep delivery on course and visible across operational teams
  • Partner with key contacts across Credit Vetting, Payments, Collections and Billing Assurance to monitor progress and unblock issues
  • Maintain a centralised tracker that brings all initiatives, actions and benefits into one clear, reliable view
  • Prepare concise, high quality updates for the RCA Hub Lead and senior stakeholders, highlighting progress, risks and impact
  • Ensure corrective actions are delivered, documented and embedded, validating post fix performance to confirm improvements land as intended
  • Support change delivery through process mapping, journey documentation, training inputs and clear communication of improvements — always championing the customer’s needs

Requirements

  • Experience in customer experience, process improvement, operations or change delivery, with a passion for driving meaningful improvements
  • Confident managing multiple workstreams, following up across teams and keeping delivery moving in a fast paced environment
  • Comfortable interpreting customer insight and performance data to inform decisions and shape improvement opportunities
  • Highly organised, with strong coordination skills and the ability to bring structure to complex activity
  • Clear, concise communicator who can translate detail into simple, actionable messages for different audiences
  • Collaborative and effective at building relationships across diverse teams and subject areas
  • Able to juggle multiple tasks and shifting priorities while maintaining focus on outcomes
  • Proactive, adaptable and energised by working in a changing, high‑growth environment

What we offer

  • Excellent basic salary plus bonus and Vodafone benefits
  • up to 28 days off plus bank holidays
  • paid time for charity work
  • discounts
  • vouchers
  • pension plan
  • amazing learning tools
  • top-notch parental leave policies
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