VodafoneThree - Digital Customer Experience Identity Specialist

Join to apply for the VodafoneThree - Digital Customer Experience Identity Specialist role at Vodafone.

Location: Speechmark – Onsite twice per week

Salary: Excellent basic salary plus bonus and Vodafone benefits

Working Hours: Full time 37.5 hours per week – Mon to Fri

Hybrid

We believe that through collaboration and connection with our colleagues we can achieve great things. Our hybrid working approach allows our people to work both in the office and at home, providing the flexibility and resources you need to succeed in your role. We don\'t require you to be in on specific days; instead, we ask people to come into the office 2-3 days each week, for at least 8 days per month. You should work with your line manager to understand what their expectations are for you, your specific role and your team.

What You’ll Do

Role Purpose: The Digital CX Identity Specialist will support the strategic digital pillar of Customer identity and authentication across all platforms (App, web, chatbot, voice). This role is crucial in ensuring a seamless digital customer experience by identifying, analysing, and resolving issues that impact customer satisfaction, complaints and drive contacts / complaints within our authentication journeys.

Summary of the Role: The CX Identity Specialist will be responsible for performance and resilience across all login journeys. The role focuses on achieving 100% login success for legitimate users while preventing fraudulent access, alongside reducing errors in the CX and customer complaints. The role will support the Digital CX lead and cross-functional teams to drive the authentication roadmap through reporting and insight. The specialist will report on the weekly and monthly performance and gather customers insights to continuously evaluate the quality of the customer experience working closely with our Analytics team. This role will require familiarity with Identity and access management, with the ability to monitor and enhance authentication performance and security. You will need to analyse customer journeys, track login funnels, and identify optimisation opportunities.

Who You Are

• Login analysis and reporting: Provide insights and reports on login-related metrics, CSAT and complaints.
• Error Reduction: Identify and eradicate login errors, understanding those driven by customer behaviour to improve overall success rates.
• Operational alignment: Lead regular touchpoints with operations, digital platform and analytics teams to align on incidents and customer moments that impact login performance.
• Roadmap Development: Support the demand processes and delivery of the authentication roadmap.
• Continuous improvement: Improve processes and tools for login insights.

To be successful in this role, you will require:

• Advanced proficiency in Microsoft Excel
• Experience managing performance-based KPIs
• Prior use of online analytics tools such as Adobe Analytics and Qlik
• Working knowledge of Power BI
• Strong attention to detail
• Background in insight customer experience or login success
• Demonstrated problem-solving abilities
• Familiarity with Azure DevOps to support agile delivery

We know that everyone is unique, with multiple aspects to their identity and different experiences behind them. We are passionate about inclusion for all and creating a workplace where everyone can thrive. If you’re excited about this role but your experience doesn’t align exactly with every part of the job description, we encourage you to apply as you may be the right candidate for this role or another role, and our recruitment team can help you see how your skills fit in.

What We Offer

We care about our people’s success by offering great pay, bonuses, up to 28 days off plus bank holidays, and paid time for charity work. You can personalise our benefits for you and your family, like discounts, vouchers, a pension plan and more. We help with your career through learning tools and supportive parental leave policies.

Need To Know

We are regulated by the Financial Conduct Authority, and all offers of employment for this role are subject to background checks, including criminal (DBS) and financial checks to meet regulator standards. If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, please refer to the Accessibility section of our Careers website for guidance.

We use AI in different parts of our business to boost innovation and create new opportunities. We value your own knowledge and experience and look forward to getting to know the real you during the interview process.

#vodafoneuk #VodafoneThree