Customer Experience Sr. Specialist
🏢 Company: [Vodafone]
📍 Location:On-site
💰 Salary: Competitive
⏳ Type: Full Time
🎓 Experience: 3 to 5 years
📂 Category: Onsite Job
Job Description:
🚨 **We're Hiring | Customer Experience Sr. Specialist**
🏢 **Company:** Vodafone
📍 **Location:** Giza, Egypt
Vodafone is looking for a **Customer Experience Sr. Specialist** to lead and improve end-to-end customer journeys, identify pain points, and drive customer-centric transformation across multiple business functions.
### **Key Responsibilities**
📌 Own and optimize **end-to-end customer journeys** across products and channels.
📌 Identify customer pain points, trends, and root causes and develop improvement initiatives.
📌 Design future-state customer journeys aligned with business strategy.
📌 Ensure consistency across customer touchpoints.
🤝 Collaborate with **Commercial, Technology, Operations, Digital, Product, Care, Billing, and IT** teams.
📊 Establish customer journey governance, documentation, ownership, and performance tracking.
🚀 Lead customer experience transformation and process improvement projects.
📅 Manage timelines, risks, dependencies, stakeholders, and benefits realization.
🔄 Support organizational change and user adoption.
Job Requirements:
✔ **3–5 years of professional experience** in Customer Experience, Customer Journey Management, Service Design, Business Transformation, or Process Improvement.
✔ Strong understanding of **Customer Experience frameworks and journey mapping**.
✔ Experience leading **cross-functional projects**.
✔ Knowledge of **Agile and Waterfall** methodologies.
✔ Strong stakeholder management and communication skills.
✔ Familiarity with ticketing systems and process automation tools.
✔ Understanding of digital transformation, customer lifecycle management, billing, provisioning, and order management.
✔ Ability to translate business requirements into technical solutions.
✔ Strong analytical and problem-solving mindset.
🎯 **A strong opportunity for CX and transformation professionals looking to drive large-scale customer experience improvements within a leading telecom organization.**
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