CX Sentiment, Insights & Performance Manager Job at Vodafone (Newbury)

Customer Insights Manager

As the Customer Insights Manager, you will play a pivotal role in shaping our un...

Location

United Kingdom , Cardiff

Salary:

Not provided

Capital on Tap

Expiration Date

Until further notice

Requirements

Experience in Insights or Assurance: Proven experience in a Customer Insights, Root Cause Analysis, or Quality Assurance / Outcome Testing management role
Analytical Storytelling: Exceptional ability to synthesise data from multiple sources (QA, RCA, NPS) and write compelling commentary for C-suite and Senior Leadership audiences
CX Methodologies: Experience with Customer Journey Mapping tools and techniques, with a track record of using them to drive process improvements
Leadership Skills: Experience supporting or mentoring analysts, with the ability to guide teams through complex problem-solving methodologies
Regulatory Knowledge: Prior experience operating within a Financial Conduct Authority (FCA) regulated environment is highly desirable
Continuous Improvement Mindset: Enthusiastic about creating an environment that fosters continuous improvement

Job Responsibility

Executive Reporting & Commentary: Own the narrative for senior stakeholders
you will write the high-level commentary for Executive and Senior Leadership reports, translating complex data into clear, actionable business intelligence
Drive Customer Experience (CX) Strategy: Lead on specific CX metrics, including owning the Net Promoter Score (NPS) program, CSAT, Complaints MI
analysing sentiment trends, and driving initiatives to improve customer advocacy
Customer Insights Reporting: Design, implement, and maintain comprehensive reporting frameworks that aggregate findings from Quality Assurance (QA), Outcome Testing, and Root Cause Analysis alongside CX outputs to provide a unified view of risk, performance, and customer experience
Lead Root Cause Analysis (RCA): Spearhead RCA activity across the business, providing leadership and support to Root Cause Analysts to ensure deep, systemic investigation into customer pain points
Customer Journey Mapping: Own the end-to-end Customer Journey Maps for all products and services. Your team will identify friction points, map new features, and ensure the customer voice is central to process design

What we offer

Private Healthcare including dental and opticians services through Vitality
Worldwide travel insurance through Vitality
Anniversary Rewards (£250, £500, £750, 4-week fully paid sabbatical)
Salary Sacrifice Pension Scheme up to 7% match
Octopus EV Salary Sacrifice Scheme
28 days holiday (plus bank holidays)
Annual Learning and Wellbeing Budget
Enhanced Parental Leave
Cycle to Work Scheme
Season Ticket Loan

Customer Experience Analyst

This role elevates customer satisfaction, strengthens loyalty, and improves over...

Location

Colombia , Bogota

Salary:

Not provided

Amgen

Expiration Date

Until further notice

Requirements

Master’s degree
Bachelor’s degree and 6 months of experience
Associate’s degree and 2 years of experience
Proficiency English language
Customer Experience Management
Journey Mapping & Process Design
End-to-End OTC Process Knowledge
Customer-Centric Mindset & Service Orientation
Problem-Solving & Critical Thinking
Proactive Risk Identification & Mitigation

Job Responsibility

Build and maintain strong customer relationships to proactively understand evolving needs and expectations
Continuously supervise customer sentiment across channels to identify patterns, difficulties, and opportunities for service enhancement
Develop and manage feedback listening posts across the customer journey to gather actionable insights
Handle escalated inquiries through phone, email, and digital channels, ensuring timely, accurate, and customer-focused resolution
Document controlled operational procedures, SOPs, and customer interactions including compliments, complaints, and technical issues
Serve as a subject matter expert for OTC and service processes, ensuring operational documentation remains current, compliant, and reflective of standard processes
Support process improvement initiatives, including user acceptance testing (UAT) for system upgrades and new digital tools
Assist in troubleshooting operational challenges that impact customer experience or service reliability
Collect, track, and analyze customer feedback, performance metrics, and service data to generate insights and improvement recommendations
Prepare and support monthly and quarterly reporting on CX analytics, KPIs, and experience trends

What we offer

Competitive and comprehensive Total Rewards Plans that are aligned with local industry standards

Senior Associate Supply Chain

This role elevates customer satisfaction, strengthens loyalty, and improves over...

Location

Colombia , Bogota

Salary:

Not provided

Amgen

Expiration Date

Until further notice

Requirements

Master’s degree OR Bachelor’s degree and 6 months of experience OR Associate’s degree and 2 years of experience
Proficiency English language
Customer Experience Management
Journey Mapping & Process Design
End-to-End OTC Process Knowledge
Customer-Centric Mindset & Service Orientation
Problem-Solving & Critical Thinking
Proactive Risk Identification & Mitigation
Collaboration, Communication & Cross-Functional Influence
Accountability, Initiative, and Strong Ownership

Job Responsibility

Build and maintain strong customer relationships to proactively understand evolving needs and expectations
Continuously supervise customer sentiment across channels to identify patterns, difficulties, and opportunities for service enhancement
Develop and manage feedback listening posts across the customer journey to gather actionable insights
Handle escalated inquiries through phone, email, and digital channels, ensuring timely, accurate, and customer-focused resolution
Document controlled operational procedures, SOPs, and customer interactions including compliments, complaints, and technical issues
Serve as a subject matter expert for OTC and service processes, ensuring operational documentation remains current, compliant, and reflective of standard processes
Support process improvement initiatives, including user acceptance testing (UAT) for system upgrades and new digital tools
Assist in troubleshooting operational challenges that impact customer experience or service reliability
Collect, track, and analyze customer feedback, performance metrics, and service data to generate insights and improvement recommendations
Prepare and support monthly and quarterly reporting on CX analytics, KPIs, and experience trends

What we offer

Competitive and comprehensive Total Rewards Plans that are aligned with local industry standards

Senior Associate, New Business Growth

This new role offers a unique opportunity to determine the next big growth lever...

Location

United States , New York

Salary:

90800.00 - 113500.00 USD / Year

Harry's

Expiration Date

Until further notice

Requirements

Obsessed with understanding customer behavior and how product benefit messaging influences purchase decisions
Intensely data-driven in your approach to solving problems
Highly self-motivated and self-directed in your work with a bias towards action
Comfortable working with a high degree of ambiguity, implementing structure and process as you go
Experience launching ad campaigns for new to market products
Entrepreneurial mindset, deeply understanding drivers of both scalability and profitability
Skilled/experienced in Excel and comfortable manipulating raw datasets
Ability to independently prioritize time, staying organized in a fast-paced work environment
Clear, concise communicator who can tailor a message to any audience
You are a learner - always seeking to improve yourself, your team, and the world around you

Job Responsibility

Work across insights and product teams to understand consumer sentiment and product benefits, and translate these into distinct creative ad campaign territories for testing
Quickly test and iterate on new creative campaigns to collect insights on new product offerings, and quickly evolve campaign messaging to test hypotheses from observed results
Build and deliver on a testing and learning plan, staying within budgets and timeline, and reporting on results and learnings for stakeholders throughout the process
Provide key input into GTM strategy for new products, particularly on the model for profitable customer growth for new product offerings
Independently perform daily ad optimizations while monitoring and reporting out on trends in key performance metrics
Develop a learning plan of testable hypotheses to improve efficiency of ad spend
Project manage creative development cycles with designers and copywriters to produce high-performing ads & landing page experiences
Conduct in-depth channel analyses, draw actionable insights from data, and share with the team
Compile industry research, competitive landscape information, information about new tools, and produce recommendations for how we can take advantage of these things
Manage relationships with external partners as well as internal teams at Harry’s including Creative, Product, Cx, Brand, S&OP, Insights, Analytics, and others

What we offer

Medical, dental, and vision coverage
401k match
Equity in Mammoth Brands
Flexible time off and working hours
Wellness and L&D stipends
4 weeks sabbatical after 5 years, 6 weeks after 10 years, and 8 weeks after 15 years
20 fully paid weeks off for parents who give birth, or 16 fully paid weeks off for all other paths to parenthood
Fun IRL and virtual events including happy hours, team building events, and parties on our rooftop
Free products from all of our brands
Bagels on Wednesdays and lunch on Thursdays

Fulltime

Business Analyst 2

As an integral part of the fast-growing CallMiner Customer Success Team, the Bus...

Location

United States , Waltham

Salary:

Not provided

CallMiner

Expiration Date

Until further notice

Requirements

Bachelor’s Degree in a relevant field or 5+ years of equivalent work experience in analytics, AI, or CX automation
Hands-on experience applying AI/ML concepts for NLP, speech analytics, conversational AI, and predictive modeling - especially in customer experience contexts
Familiarity with Contact Center operations and leveraging AI and Automation within that context for customer experience improvement
Knowledge of syntax, Boolean operators, and database query languages
experience optimizing search and categorization through ML techniques
Familiarity with Python, R, or other programming languages used for advanced data preprocessing and model evaluation a plus
Knowledge of ethical AI, bias detection, and governance in automated decision-making
Strong understanding of business strategy, data visualization, translating AI insights into actionable outcomes and KPI measurement for CX Automation initiatives
Detail-oriented and fluent in iterative model training, analysis, and testing processes
Ability to work independently and collaboratively, managing multiple projects

Job Responsibility

Conduct thorough quality control & peer review of AI-generated insights and analytics dashboards
Mentor a network of power users, teaching advanced search techniques, AI-powered categorization, and real-world application of ML/NLP components in the CallMiner platform
Configure customer databases within the CallMiner User Interface, including query building, AI-driven pattern tuning, and model optimization to improve recognition of language patterns for business insights
Collaborate with data science and AI engineering teams to design, test, and refine ML models for sentiment analysis, intent detection, and conversational trends
Implement automated scoring & topic identification using AI-based analysis across audio, chat, social media, and email to uncover trends, predictors, and opportunities for strategic action
Configure Search-Based Categories and ML-tuned rules to optimize automated decision-making and alert generation
Deliver high-quality Professional Services projects (primarily advanced AI-backed data analyses) aligned with scope, timelines, and ROI expectations
Evaluate AI model performance metrics (precision, recall, F1 score) and provide recommendations for improvement
Apply predictive analytics to forecast customer needs, churn risk, and operational improvements
Deeply understand metadata, Key Performance Indicators, and AI-derived insights

What we offer

Quality medical, dental and vision benefits
Life and disability insurance
Reimbursement programs for both fitness and tuition
401k matching
Generous PTO including an annual volunteer day
Paid maternity and parental leave

Fulltime

CX Specialist - Japan

DentalMonitoring is a rapidly expanding MedTech scale-up. We are currently seeki...

Location

Japan , Tokyo

Salary:

Not provided

DentalMonitoring

Expiration Date

Until further notice

Requirements

Adaptable, eager to learn
Looking for a scale-up / start-up environment where you can demonstrate versatility and take initiatives
A Bachelor's degree or equivalent job experience
At least 2 years of experience in Customer Service role or a similar customer-facing role
Knowledge of new technologies, particularly on sales tools, social media and communication tools, softwares and application (Google Suite, CRM/Salesforce, Skype, Zoom, LinkedIn, and Office software)
Exceptional problem-solving skills
Excellent communication skills, both written and verbal
Ability to effectively convey complex information
Ability to remain calm and composed in stressful or tense situations
Positive and proactive attitude, service-oriented

Job Responsibility

Be the main point of contact for DM customers and respond to their inquiries by providing timely and accurate responses via various communication channels (email, phone, instant message, appointments, etc.)
Identify and resolve customer issues or concerns in a professional and efficient manner
Develop in-depth knowledge of our software and provide informative support and tailored recommendations to customers
Maintain accurate customer interactions records, steps taken to solve issues and databases up to date in the customer relationship management (CRM) system
Share customer feedback and insights with internal teams (sales, marketing, product, R&D, etc.) to contribute to the overall success and integration for DM customers, as well as contribute to product, sales processes, or DM roadmap improvements
Customize new office accounts once the sale has been completed
Drive a seamless customer experience that creates positive sentiment for our brand, improving overall customer satisfaction
Perform metric analysis, user activities reports, monitor usage and engagement indicators to identify and analyze training and development needs
Maintain excellent communication and service quality with customers to foster long-term engagement

What we offer

Free shares plan
Hybrid / remote work
Corporate events
Referral policy

Fulltime

Director, Analyst & Advisor Relations

As Director, Analyst & Advisor Relations at Foundever, you will take the lead in...

Location

United Kingdom , UK Wide

Salary:

Not provided

Foundever

Expiration Date

Until further notice

Requirements

Bachelor’s degree in Marketing, Communications, Business, or related discipline
Significant professional experience (typically 10+ years) in analyst/advisor relations, communications, or B2B marketing, ideally in CX, BPO, or technology sectors—or an equivalent blend of experience and skills
Demonstrated ability to develop and deliver impactful analyst/advisor relations programs on a global scale
Proven expertise cultivating relationships with top analyst and advisor firms and senior leadership
Excellent written, verbal, and presentation skills—capable of representing Foundever with credibility and clarity to both internal and external audiences
Strong project and program management, organizational, and analytical capabilities
Comfortable working across cultures, time zones, and diverse teams in a global, matrixed environment
Proficiency with data analysis and office productivity tools (e.g., Microsoft Office, Salesforce.com)

Job Responsibility

Develop and execute a forward-looking analyst and advisor relations strategy, aligned with global go-to-market and business objectives
Maintain, build, and deepen trusted relationships with key industry analysts, advisors, and influencers to maximize positive coverage
Act as Foundever SME and advocate to the analyst/advisor community, ensuring our story is consistent, current, and compelling
Lead all aspects of the analyst and advisor relations program lifecycle: outreach, briefings, inquiries, research, events, and reporting
Organize and facilitate executive briefings, one-on-one meetings, advisory days, and industry conferences, securing meaningful engagement for Foundever leaders and experts
Manage proactive and responsive engagement for major industry reports, ensuring accurate and positive representation
Gather, analyze, and consolidate feedback and insights from the analyst and advisor ecosystem
translate them into actionable intelligence for business stakeholders
Support enablement efforts by providing timely analyst/advisor insights and tools to teams
Educate teams across functions on the role, purpose, and value of analyst and advisor relationships in advancing business strategy

New

Pharmacy Intern

You’ve invested a lot of time and energy in your education. Now you want the cha...

Location

United States , Overland Park

Salary:

18.50 - 42.00 USD / Hour

CVS Health

Expiration Date

March 01, 2026

Requirements

Accepted into or actively enrolled in an ACPE accredited college or school of pharmacy
0-3 years relevant work experience
Must possess or be in process of obtaining valid intern and/or technician licensure as required
Strong communication and presentation skills
Complete all required training within state guidelines and required timeframe
Ability to: Have regular and predictable attendance, including nights and weekends
Be mobile and remain upright for extended periods of time
Lift, scan, and bag items
Finger Dexterity: Picking, pinching, typing or otherwise working primarily with fingers rather than whole hand or arm
Reach overhead

Job Responsibility

Patient Safety
Pharmacy Professional Practice
Regulatory Requirements
Quality Assurance
Customer Service
Inventory Management
Workflow Management excluding final prescription verification
Lead with Heart – display empathy and compassion for your patients, customers, caregivers, and colleagues on your team
Seek new ways to grow, collaborate with others, and deliver better outcomes
Align others around our purpose to bring your heart to every moment of your health and gain support and commitment

CX Sentiment, Insights & Performance Manager

Vodafone

Location:
United Kingdom , Newbury ▼
London
Stoke

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Job Description:

Job Responsibility:

Requirements:

Additional Information:

Job Posted:
February 19, 2026

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