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Vodafone Logo Vodafone · Customer Service

CX Programme Lead

United Kingdom, Stoke-on-Trent Employment contract · Job Posted May 04, 2026
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Job Description

The CX Programme Lead is responsible for driving the delivery and governance of VodafoneThree’s cross brand programme to reduce complaints, contacts and customer dissatisfaction. You’ll design and run a clear governance framework for CX impacting initiatives, track progress against it, and work closely with senior stakeholders to make sure actions are owned, delivered and escalated where needed. The goal is predictable delivery, clear accountability and an aligned roadmap that systematically tackles customer pain points.

Job Responsibility

  • Lead and shape the cross brand complaint and contact reduction programmes, ensuring clear ownership, prioritisation and delivery tracking across teams – indirectly matrix managing multiple senior stakeholders
  • Understand and interpret complex RCA outputs, identifying where action ownership should sit and influencing senior stakeholders to ensure actions are delivered on time
  • Own and govern the end to end programme plan, including milestones, risks, dependencies and escalation paths
  • Build and maintain a clear, insightful reporting suite covering programme activity, action tracking, benefits sizing, prioritisation and governance, using Power BI or equivalent automated tools to improve efficiency
  • Lead, maintain and govern the multi workstream programme plan, ensuring risks, dependencies, mitigations and escalation routes are clearly defined and actively managed
  • Drive alignment by coordinating prioritisation across CX Insight teams, ensuring delivery teams are focused on the most impactful CX improvements
  • Track and report progress against complaint reduction actions, escalating delays or risks through governance forums in line with the RCA framework
  • Produce senior ready reporting and programme narratives, including progress updates, decision points, risk status and executive level readouts for CX Board and cross brand leadership forums
  • Ensure all actions are data driven, clearly defined and sized, with benefits linked to customer outcomes, cost impacts and operational efficiency to support effective prioritisation
  • Lead and manage benefit tracking and measurement frameworks, demonstrating improvement and ensuring benefits are delivered through to realisation
  • Continuously strengthen programme governance standards, tools and operating rhythm to improve transparency, consistency and predictability of delivery

Requirements

  • Strong experience in programme or project management, or large scale delivery governance, within Consumer, CX or operational environments
  • Confident driving cross functional delivery, including identifying, escalating and resolving blockers
  • Understanding of complaint drivers, CX metrics and root cause analysis, and how they link to meaningful improvement
  • Strong organisational and programme management skills, with a high level of attention to detail
  • Experience producing senior ready programme updates and executive level reporting
  • Comfortable working collaboratively and influencing across multiple teams and brands
  • Experience with benefit tracking or change measurement frameworks
  • Communicate clearly and confidently, with the ability to simplify complex programme activity for a wide range of stakeholders

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
  • Learning tools
  • Top-notch parental leave policies
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