Service Experience Designer

Are you looking to work with an organisation that values diversity and inclusion, sustainability, wellbeing and connections to communities across Aotearoa?

At Vodafone, we’re committed to providing you with a great workplace environment where you can manage both home and work commitments through our leading flexible working practises. We value the diversity of thought, perspective and backgrounds our people bring to work with them every day. We support our communities through the Vodafone New Zealand Foundation with an ambitious goal to halve the number of disadvantaged young people in Aotearoa by 2027. Our world-leading Wellbeing program supports your holistic wellness and connects you with the tools, skills and people that enable you to be at your best on a daily basis.

Do you have a strong understanding of service design and a passion for customer experience?

In your new role as Service Experience Designer you will champion best practice service design across various Vodafone squads including retention, acquisition, marketing, product and technology. You will ensure customer experience, technology initiatives and campaigns translate into effective service pathways for our customer delivery teams (including call centre, retail, digital and automated service channels).

As Service Experience Designer, you will work alongside portfolio CX design teams to understand future initiatives and ensure all service design checkpoints are met and tested before deployment. You will input into business impact and change readiness plans alongside the Channel Deployment team, therefore your ability to work with multiple stakeholders and functional owners at multiple levels is critical.

What will I be doing?

• Building effective relationships with product owners, design community, channel operations leaders, channel delivery partners, and Consumer, Enterprise and Technology business partners
• Championing the effective operationalisation of CX design by ensuring up-front engagement of CX designers to understand the brand and customer experience strategy including customer journeys developed to deliver customer value propositions
• Working with business partners to ensure a consistent service experience is delivered across all customer touch-points, ensuring omni-channel and digital Vodafone aspirations are considered
• Delivering standardised deployment approaches, methods and tools
• Ensuring change management disciplines are considered and utilised as required
• Understanding operational excellence models and service standards to ensure the delivery of consistent experiences into all customer touch-points
• Working to establish effective delivery and change mechanisms within an Agile environment

What will I bring?

• Digital service design experience and passion for CX
• Proven relationship management experience, networking, influencing skills
• High level of organization with an operational deployment focus
• The ability to multi-task effectively and manage competing deliverables simultaneously
• A proactive and inspirational manner that can champion the implementation and delivery of service experience elements required to deliver customer and product advocacy
• Strong commercial acumen
• Self-motivation and drive for success.
• Substantial experience in change/operational roles
• Tertiary qualification in a relevant discipline, or equivalent qualifications, training or experience

As well as a competitive salary; you’ll also receive a range of benefits by being part of the Vodafone team. You’ll have access to; health insurance for you and your whānau, a fully subsidized mobile plan and smartphone for business and personal use*, the ability to work flexibly, “My Day” Leave for that day when you just need time out, two weeks paid volunteer time to support your community and when you need it, access to our world-leading parental leave policy.

Joining the Vodafone whānau will stretch you, challenge you and provide opportunities you’ve been seeking to expand your career. You’ll engage in unique workplace experiences, be exposed to exciting and innovative technology, and gain opportunities for learning beyond Aotearoa.

Me mahi tahi tātou mo te oranga o te katoa. We work together for the benefit of all.

The future is exciting… Ready?