Senior Product Designer increasing member engagement for Spring’s mental health platform. Collaborating with teams to improve user experience and drive growth metrics.
About the role
- Customer Experience Design Lead at Vodafone responsible for Leading Digital Transformation in Turkey. Collaborating to enhance customer experiences with innovative solutions and insights.
Responsibilities
- Seeking a Customer Experience Design Lead to work in high performing Vodafone Team responsible for Leading Digital Transformation in Turkey,
- Reporting to CBU Customer Experience Design Chapter Lead of Vodafone Turkey.
Requirements
- E2E journey design of “new products” to be launched,
- Using Journey mapping tools like Figma
- Actively listening VOC and gathering customer & channel insights to find customer pain points at existing journeys to be improved and to turn them into actual project requirements and squad PBIs
- Ensuring compatibility to Vodafone Group’s digital first proposition checklist of products & services & journeys delivered within tribes with applying CX checklist
- Setting journey specific CX KPIs and publishing periodic CX scorecards
- Designing and rolling out surveys for journey based NPS and satisfaction scores
- Tracking related customer satisfaction scores such as: B-NPS, t-NPS, r-NPS, j-NPS and CES
- Collaboratively working with Customer Insights, UX Research and Big Data teams to understand customer needs using researches and analytics.
- Acting as an active member of Design Thinking Committee to evaluate & prioritize Design Thinking Projects backlog and support Design Thinking Community to roll-out projects.
- Driving solutions to improve the customer experience and level of service.
- Ensuring communication bridges are initiated and upheld between CX team, stakeholders and the customer.
- Participating local & international customer experience benchmarking studies and follow up of key hard metrics.
- Contributing the internal ongoing & prospective projects with 'customer point of view', coordinating the related parties for the projects initiated via NPS outputs.
- Governance of NPS root cause analyses & action plans based on business segments
Benefits
- Vflexy: Flexible Benefits Program
- Hybrid working kit
- Ergonomic kit allowance
- Digital meal voucher
- Flexible transportation allowance.
- Employee assistance hotline & counselling
- Comprehensive and flexible private health insurance
- Discounted price deals for wide range of products & services
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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