What you’ll do

We are looking for a Network Quality Customer insight Expert with the will and ambition to work in high performing environment. Vodafone is one of the biggest global Techco companies and you will also be able to have a chance to show your potential worldwide by working with our global stakeholders.


The role is responsible of making sure that Vodafone Mobile Network gives best experience to customers looking at automatically to Customer based KPI’s with E2E perspective. The role requires project management skills beside being responsible of giving insights to investment, operation, and optimization teams for increasing network satisfaction scores and decreasing network related churn.

• The Mobile Network Quality Customer Insight Expert ensures comprehensive tracking, analysis and explanation of the Network Customer Experience/Satisfaction Indicators. The role covers close monitoring and contribution of Customer feedback/satisfaction surveys like NPS, r NPS , overall Customer Tickets, churn analysis and correlation of these satisfaction indicators with network performance & experience metrics as well as the results of Benchmarks and Trend Analytics (mapping drivers for customer dissatisfaction to network performance issues).
• It requires the understanding of network service quality and working with cross-departmental to improve network performance and customer satisfaction.

o Raising a flag when customer effecting anomalies occur, “automatically” where possible.

• The role supports the definition and the advancement of effective measures for quality improvements through a holistic view and strengthening of the quality concept across all technical areas.
• Define, monitor and check trend for customer based Kpı’s, which are correlated with customer satisfaction metrics/surveys, by creating Insights from different resources (CDR, CEM, Sigos, Netperform etc.)
• Making sure that Customer Based KPIs are reported on time, on purpose and with qualified data, making sure that Customer based KPIs always meet the targets and keep on improving.
• Working on new Use cases of CEM project, finilazing requirements with stakeholders, asses the deliveries.
• Delivering customer impact analyses on network parametric and hardware changes, incidents, etc. using different data tools and KPIs that effects network customer perception and network KPI targets.
• Support Business teams with Network Customer Insights to drive marketing activities.

Who you are

• 
  Good knowledge of Mobile Network topology (RAN, Core, Transport) and quality management. Fixed Network knowledge is an asset.
• Good understanding customer satisfaction metrics like NPS, churn and complaint handling
• BS degree or higher in Telecommunications, Computer Science or relevant field
• Good working knowledge in network performance management and understanding of network measurement data gathering and analysis.
• Excellent understanding of the data analysis through querying of relational databases.
• Solid experience in Data Science, Big Data Cubes and data analytics methods, advanced level SQL and tools
• Driving skills to drive business and technology teams with provided customer insights
• Good presentation and storytelling skills to summarize findings for executive meetings.
• Ability to work with cross-functional teams and multiple simultaneous projects
• Five 5+ years of experience within the Network function and Data Analyitcs
• Good team player skills
• Strong communication / interpersonal and decision making skills
• Ability to work within a multinational, multicultural environment

Not a perfect fit

Worried that you don’t meet all the desired criteria exactly? At Vodafone we are passionate about Inclusion for All and creating a workplace where everyone can thrive, whatever their personal or professional background. 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's in it for you

We like to keep them flexible:

• 
  Vflexy: Flexible Benefits Program
• Hybrid working kit
• Ergonomic kit allowance
• Digital meal voucher
• Flexible transportation allowance.
• Employee assistance hotline & counselling
• Comprehensive and flexible private health insurance
• Discounted price deals for wide range of products & services

Plus, plenty more to enjoy!


#LI-Hybrid


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Who we are

You may have already heard of Vodafone - We're a leading Telecommunications company in Europe and Africa. But what you might not know is that we are continuously investing in new technologies to improve the lives of millions of customers, businesses and people around the world, creating a better future for everyone.


As part of our global family, whether that's Vodafone, Vodacom or _VOIS, you'll feel a sense of pride and purpose as you contribute to our culture of innovation. We pursue equality of opportunity and inclusion for all candidates through our employment policies and practices.


Together we can.