CX Program Manager
Vodafone
Athens, 46830, GRC
πριν από 4 μέρες

Role Purpose :

CX Program Manager’s mission is to ring fence CX critical programmes and CX gateway to ensure that our customers get a great, consistent, and seamless experience of our products across channels and touchpoints.

Key accountabilities and decision ownership :

  • Supports development of CX Strategy and roadmap to ensure strong customer experience and gain of competitive advantage.
  • Maintains a single CX portfolio view across products, segments and channels so as to achieve execution consistency.
  • Acts as the central steering point for big CX programmes, working alongside segments. Collects, consolidates and sizes NPS impact to align on key priorities.
  • Manages CX envelope and ring fences investment (Opex, Capex)
  • Owns CX gateway. Safeguards the principles to ensure that products / services designed provide the best Customer Experience.
  • Key performance indicators :

  • Company, Segments, Channels, Journeys NPS
  • Easiness KPIs
  • Delivery of project milestones
  • Core competencies, knowledge and experience :

    Must have professional qualifications :

  • BSc degree, ideally in Business or STEM studies.
  • Strong 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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