Role Purpose :
CX Mobile Business Partner’s mission is to identify NPS / detraction root causes for mobile, identify CX priorities and oversee Mobile related CX fixes roadmap to ensure that our customers get a great, consistent and seamless experience of our Mobile products across channels and touchpoints.
Key accountabilities and decision ownership :
Understands customer experience gaps and turns insights into actionable initiatives alongside with commercial and technical teams.
Makes recommendations on products or services that will enhance customers' satisfaction.
Feeds Network partner ecosystem with CX priorities and oversees integration in action plans.
Oversees CX execution plans, aligns priorities, creates action plans and tracks progress and results.
Assesses CX impact of Network Incidents : monitoring, score carding, analysis of affected, priority, supports development of communication to affected.
Key performance indicators :
Company, Segments, Channels, Journeys NPS
Core competencies, knowledge and experience :
Experience in marketing and / or customer centric roles having worked with different products and segments.
Solid knowledge of mobile services and understanding of network domains.
Experience in the telecommunications sector
Excellent stakeholder engagement and influencing skills. Proven ability to manage cross-functional projects
Business acumen. Solid understanding of marketplace and customer needs in order to advise in product / services development.
Strong analytical skills, ability to evaluate existing processes and insights.
Must have professional qualifications :
BSc degree, in Engineering / Physics or other related subjects.
Very good written and verbal communications skills, in both Greek and English.
What's in it for you :
Hybrid way of Working
Private Health & Medical Insurance
Extra days-off : We love mothers 4 months extra paid off-period!
Gym, Sports, Excursion weekends & Special events
Restaurant, entertainment areas, hairdresser, etc.
Needless to say, we cater for your communication wherever you are
Come as you are. We love when people feel they can be themselves at work
LI-Hybrid #Vodafonespirit #Togetherwecan