VodafoneThree - CX Comms & Performance Lead

Working Hours: Full time 37.5 hours per week - Monday to Friday We\u0027re at a once in a career moment as we bring together two major brands to create the UK\u0027s largest mobile network and redefine what great connectivity feels like for millions of customers. This is your chance to help shape not just a new company, but a new culture and legacy for the industry. In this role, you\u0027ll lead the strategy, governance and continuous improvement of all customer communications across Billing, Credit, Payments and Collections, ensuring they are clear, empathetic and fully compliant. You\u0027ll drive cross functional accountability for reducing complaints and improving customer experience by embedding data led insights and measuring the impact of key initiatives. Your work will directly influence how customers experience our brand during critical moments, strengthening standards that protect them and reduce avoidable demand. It\u0027s a rare opportunity to set the benchmark for customer and employee experience during one of the most significant transformations the sector has seen. Shape and maintain clear, consistent and compliant customer communication frameworks, templates and playbooks. Ensure every customer message is accurate, empathetic, on brand and aligned to regulatory and consumer protection standards. Work closely with Legal, Risk and Compliance teams to uphold the highest levels of financial conduct and customer safeguarding. Use data, insight and customer feedback to continuously refine written and digital communications. Lead performance tracking for complaint reduction initiatives across Billing, Credit, Payments and Collections. Monitor complaint trends, root causes and repeat contact drivers to pinpoint opportunities for improvement. Build dashboards and reporting that measure the effectiveness, sustainability and impact of fixes. Partner with Billing Assurance, Credit Risk, Operations and Customer Care to drive cross functional ownership of customer experience improvements. Significant experience in customer communications, CX performance or other regulated customer facing environments. Strong understanding of billing, credit, payments or collections processes, ideally gained in telecoms or financial services. Ability to interpret regulatory and compliance requirements and translate them into clear, customer friendly communications. Skilled in analysing complaint data, root causes, repeat contacts and customer sentiment to drive meaningful improvements. Confident influencing senior stakeholders and shaping cross functional decision making. Experienced in building dashboards and using data to inform priorities and measure performance. Exceptional written communication skills with strong editorial judgement and attention to detail. Proven track record in leading continuous improvement or customer impact initiatives.