Customer Journey Design Senior Associate Manager

Vodafone Türkiye

We are seeking a Customer Journey Design Associate/Senior Associate Manager with the will and ambition to work in high performing Vodafone Team responsible for Leading Digital Transformation in Turkey, reporting to Customer Journey Design&Improvement Manager of Vodafone Turkey. 

 The accountabilities of this role are:

• Working in an agile environment, E2E design of product journeys in accordance with digitalization strategy with ensuring customer satisfaction 
•  Together with internal stakeholders, defining the customer personas and gathering voice of customer from several channels, tools, reports
  
• Turning Voice of Customer into exact customer needs and project requirements 
•  Using customer needs in designing journeys and gives input to product owners and commercial leads
  
• Documenting customer journey maps, providing standardization, creating journey database for further use
• Setting journey specific KPIs for the journey episodes and developing alarm mechanisms to take the right response on time
• Leading/coordinating cross-functional Voice of Customer initiatives to drive continuous service improvement
• Identify the gaps in the current journeys and develop/improve them with internal stakeholders.
  
• Collecting and tracking continuous service improvement activities 
• Regular assessment of Journey Episodes considering customer’s point –of-view and «Journey Design Guiding Principles»
  
• Publishing journey based scorecards 
• Uses «Service Design Thinking» methodology during design
  
• Always acting as the advocate of customers 
• Work collaboratively & constructively with product owners, commercial and business development lead from different squads and other non-agile units in the company. Drive alignment with internal stakeholders around delivering the absolute customer satisfaction, and help to streamline this delivery
  

What is it like to work at Vodafone? 

 Working at Vodafone is all about helping people feel ready to benefit from new technology, bring the future to even the most remote places and thinking about technology that doesn’t exist yet. Here at Vodafone, we do amazing things to empower everybody to be confidently connected, that could be anything from providing superfast network speed for smartphones to making people’s lives easier with mobile payment, streaming music & video and connecting devices through internet of things. 

 Vodafone is a place where you can bring your whole self to work as you start your career.

• University degree (engineering or management) 
•  English is must 
•  Analytical thinking
• Ability to analyze data and use related tools (Excel, Business Objects)  
• Sees big picture as well as details 
• Strong interpersonal, team communication and coordination skills
  
• Strong follow-up skills and ability to work under pressure and challenging targets 
•  Works effectively in changing environment 
• Has in-depth knowledge of agile working methodology
  
• Has an understanding of service design methodologies, design thinking approach 
• Experience in omni-channel process design in a cross functional environment like call centre, sales operations, etc..
  
• Excellent presentation skills (both power point preparation and presentation to management) 
• Customer obsessed
  
• Takes personal responsibility, self-starter 
• Listens and understands customer needs 
• Stress management 
• Minimum 4 years experience