Specialist Customer Experience

Description

Job Summary: At Vodafone, we are looking for a Customer Experience Specialist to turn data into a real understanding of the customer's voice and enhance their experience. Key Highlights: 1. Build a comprehensive and connected view of the customer 2. Transform data into actionable insights 3. Identify opportunities for operational improvement **Job Description** At Vodafone, we are seeking a **Customer Experience Specialist** to join the Customer Operations & CX team, with the challenge of turning data into a genuine understanding of the customer's voice. Your mission will be to build a comprehensive and connected view of the customer, identifying and analyzing key information that reflects their experience across the entire lifecycle. You will work cross-functionally with business, operations, and technology teams to transform data into actionable insights, driving initiatives that improve customer experience, optimize processes, and deliver tangible impact on customer satisfaction and loyalty. **Responsibilities** * Map and consolidate key information sources to understand the customer experience across their entire lifecycle. * Design and maintain data models and structures enabling comprehensive analysis of the customer journey. * Collaborate with business, operations, and technology teams to translate findings into concrete actions. * Identify operational improvement opportunities based on data analysis. * Develop dashboards and reports to facilitate data-driven decision-making. * Ensure the quality, consistency, and availability of information used by other departmental teams. **What We Require?** * Degree in Engineering, Data Science/Analytics, or related fields. * Minimum 3 years of experience in data analysis or data engineering roles, ideally in high-volume customer environments. * Experience in data modeling and querying using SQL in Big Data environments (BigQuery, Redshift, Snowflake, Synapse, etc.). * Practical knowledge of ETL processes and data flow orchestration (Python, Airflow, or similar tools). * Experience in data visualization and communication (Power BI, Looker, or equivalent). * Ability to translate business needs into analytical solutions. * Critical thinking mindset, results orientation, and curiosity to understand the business and underlying processes. **What We Offer?** Flexible working: 60% remote and 40% office-based — with flexible hours! 20 additional remote workdays: Work from anywhere in Spain. ️ 25 vacation days: Plus, enjoy December 24th and 31st as holidays, and you may purchase up to 10 additional days. ️ Restaurant vouchers: In addition to your fixed salary and flexible remuneration plan. Free health insurance: Coverage through Adeslas, life insurance, and a comprehensive physical and mental health & wellbeing management program. Pension plan option. Secure your future with our pension plan options. ❤️ 3 volunteer days per year: Dedicate time to volunteering projects with these additional days. Career development and training: Access to an AI-powered skills development platform and learning content from Skillsoft, MIT Horizon, Harvard, and more. Digital management app. Easily organize your day-to-day office activities with our app. If you'd like to learn more about us, visit our website to discover what it’s like to work at Vodafone: https://www.vodafone.es/c/conocenos/es/vodafone\-espana/trabaja\-con\-nosotros/