Service Designer

Develops, implements and monitors the implementation of the customer experience plan at segment level to achieve the objectives of the segment, Small & Medium Business Segment, Business Market, VBU

Main Responsible:

Developing an Innovation Ecosystem
• Ensuring an objective perspective on the Vodafone customer experience – on trends, competition and best practices
• Intermediates and facilitates the interaction between Vodafone management and the innovation ecosystem: agencies, innovators, entrepreneurs, knowledge centers
Set directions

Experience Design
•     Leads the process of developing, implementing and strengthening guidelines for customer experience design (Cross Channel)
• Leads the process of developing / defining (viewing) / testing customer experiences on the related channel type.

• Leads the process of creating mock-ups, sketches, films or other visual forms to inspire and guide senior management, Human Resources department, sales channels and other departments to implement the desired vision to increase the positive customer experience

Deliverable:

• Improving the Customer delights index
• Improving the employee experience
• Increasing the market share
• Improving the NPS segment Segment # 1 in NPS, detached from the competition; a positive NPS score

Experience and technical knowledge required:

• Successfully led complex interdepartmental projects
• Extensive knowledge in business and telecom
• Advanced English
• Higher education in customer service design, marketing or sales
• Program / project management knowledge