CX Mobile Business Partner
Athens, GRC
πριν από 3 μέρες

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
  • Easiness KPIs
  • 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
  • Competitive salary
  • 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

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