Digital Service Manager

London, Greater London
000000213308
Posting date:Thu 03, 2018
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London, Great Suffolk Street

Competitive salary + excellent benefits


Digital transformation is a journey not a one off-event. It needs to be nurtured and grown by talented people who experiment, fail fast and innovate at pace.

We continually experiment with ways to make our journeys more intuitive, simple and enjoyable. And we’re constantly testing and trialing ways to give customers faster access to our services, more flexibility - and the richest, most rewarding experience.

All you need is the right mindset and the desire to help us create award-winning digital experiences – we work at pace, we love ideas and collaborate on agile projects.

Join us as a Digital Service Manager to help evolve our customer’s Digital journeys.

The Team

The Digital Service team develops and agrees the Digital Service plan to deliver against self-serve targets.  This includes working across the Customer Service and Operations organisation to clearly understand the call volumes and query types; identifying plans to address these issues and work across Digital in order to prioritise delivery. 

The objective of the team is increase Vodafone Customer Satisfaction across all Digital Self-Service channels by resolving problems on first visit while minimising escalations to assisted channels.


About the role

As a Digital Service Manager you will be responsible for the development and delivery of the digital service plans.  Managing the Digital experience for customers throughout their relationship with Vodafone and growing self-service usage in the App and on the Web.

You will be identifying new digital service journeys and defining how these will be delivered through the Digital channel.  You will be collaborating with internal stakeholders across the business in order to continually improve and enhance our Digital service support, driving customers to use the self serve channels.

Life at Vodafone

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