VodafoneThree - Customer Excellence Manager

Working Hours: Full time 37.5 hours per week - Monday to Friday We\u0027re embarking on a once in a career opportunity to help build the UK\u0027s largest mobile network provider, combining our strengths to deliver unmatched coverage, connectivity and customer value. This is a moment of real transformation, where we\u0027re not only creating a new company but shaping a culture and legacy that will redefine the industry. As a senior leader, you\u0027ll play a pivotal role in crafting and executing our Customer Experience strategy, ensuring we deliver proactive, data driven improvements across Billing, Credit, Payments and Collections. You\u0027ll lead a high performing team focused on optimising NPS, resolving customer issues through structured root cause analysis, and strengthening customer outcomes through cross functional collaboration. This is your chance to influence the customer journey at scale and set new standards for excellence. It\u0027s a rare opportunity to leave a lasting mark on a business, an industry, and the experience of millions of customers. Shape and deliver a proactive, insight led Customer Experience strategy that drives measurable impact. Own customer communications governance, ensuring every message is clear, accurate and compliant. Embed structured root cause analysis across the function to identify and eliminate recurring issues. Turn customer data into targeted improvement priorities that enhance journeys and boost NPS. Oversee corrective and preventative action plans to ensure long term, sustainable customer outcomes. Represent CX at senior forums, providing compelling insight into customer impact and performance. Produce executive ready dashboards, summaries and reporting that inform strategic decision making. Partner across the organisation to strengthen end to end journeys, reduce failure demand and champion CX standards. Significant experience in customer experience, operations, service design or large scale transformation. Proven leadership of CX, insights or root cause analysis teams, with the ability to inspire high performance. Strong grasp of customer metrics, operational drivers and how they translate into meaningful improvements. A track record of delivering measurable customer and operational outcomes in complex environments. Ability to turn complex datasets into clear, actionable insights and compelling narratives. Excellent stakeholder management and influencing skills, with confidence working cross functionally. Knowledge of customer communications governance, tone of voice principles and regulatory requirements. Exceptional written and verbal communication, including presenting to senior and executive audiences.