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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