About this role
Support the design and improvement of customer experiences across different touchpoints by conducting customer research, analyzing data and generating insights. Collaborate with cross-functional teams to implement customer experience initiatives, monitor results and present findings and recommendations to senior management.
Responsibilities:
Design customer journeys across different customer touchpoints;Conduct customer research and analyze data to generate customer insights;Collaborate with cross-functional teams to implement customer experience initiatives;Monitor and measure the effectiveness of customer journey improvements;Present findings and recommendations to senior management;Review and optimize e-shop and MVA journeys based on customer feedback and benchmarking insights;Identify opportunities to improve Customer Care communications in order to reduce calls and customer pain points;Identify customer communications from Vodafone, map related processes and work with cross-functional teams to optimize them. Bachelor’s degree, preferably in Business Administration, Marketing or a related field;Strong data analysis skills, including the use of Adobe Analytics, Excel, Power BI or similar tools;Ability to interpret qualitative and quantitative data and derive actionable insights;Excellent written and verbal communication skills;Ability to present complex information in a clear and concise manner to various stakeholders;Demonstrated ability to work effectively in cross-functional teams, including marketing, product development and customer service;Proactive and creative approach to identifying problems and finding innovative solutions;Customer-centric mindset with a passion for understanding and improving the customer experience;Strong empathy skills and genuine interest in customer needs and perspectives;Innovative mindset with the ability to challenge the status quo and identify new ways to enhance the customer experience. Availability to travel within Portugal when required;Availability for occasional international travel;Experience in multicultural and international environments is considered a plus.