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Fixed Performance Lead

United Kingdom, London OR Newbury · Job Posted March 22, 2026
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Job Description

This role supports VodafoneThree’s ambition to deliver best-in-class fixed broadband performance and customer experience. It plays a pivotal role in analysing network data, interpreting customer feedback, usage behaviour and technical data to drive actionable improvements across engineering, operations, and customer-facing teams.

Job Responsibility

  • Analyse fixed network performance data to identify trends and improvement opportunities
  • Correlate customer feedback (e.g. rNPS) with network performance metrics
  • Investigate key systematic technical issues through analysis of customer care tickets and calls
  • Conduct predictive failure and detraction detection using customer usage behaviour and diagnostic tools
  • Drive the development and application of network probing strategies to assess and improve customer experience
  • Collaborate with cross-functional teams to translate insights into actionable quality improvement initiatives
  • Source and integrate new customer insight channels to enhance analysis depth
  • Support quality governance processes and contribute to continuous improvement initiatives
  • Deliver clear, consistent reporting on fixed network quality metrics
  • Contribute to tool development and automation efforts within the team

Requirements

  • Strong analytical skills with the ability to interpret complex data and communicate insights clearly
  • Solid understanding of fixed broadband technologies including DSL, FTTP, DOCSIS, and Wi-Fi
  • Familiarity with protocols such as IPv4/6, DNS, DHCP, QoS, NAT, VoIP, and SIP
  • Experience with network management tools (e.g. SNMP, MIB)
  • Knowledge of in-home broadband diagnostics, Wi-Fi and customer experience metrics
  • Proven experience in data analytics, customer insight, or network performance roles
  • Proficiency in data analysis tools (e.g. SQL, Python, R) and visualisation platforms (e.g. Power BI, Tableau)
  • Experience in identifying and implementing service quality improvements

What we offer

  • Great pay, bonuses, up to 28 days off plus bank holidays, and paid time for charity work
  • Discounts, vouchers, a pension plan and loads more
  • Amazing learning tools and top-notch parental leave policies

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