The Customer Delivery & Innovation function brings each of our Service Transition, Service Desk, Governance and Customer Experience Specialists under one banner to support our Customer lifecycles from Sales & Design through to Support.As a collective, our goal is to continually challenge existing practices and seek out any opportunity to enhance the quality of our delivery with a specific focus on aligning data-driven improvement to Customer Outcomes.As a Customer Experience Specialist within Customer Deliver & Innovation, my responsibilities include:• Managing the end-to-end survey process for Global tNPS• Utilising Systems Thinking models to enable data driven development• Delivering holistic trend analysis and insight• Delivering weekly progress reporting to Senior Leadership• Chairing Business Improvement activity squads• Designing and managing the tNPS-dedicated CSI framework• CX journey mapping• Intervention at Design and Transition to ensure alignment to CX objectives• Design & delivery of the global Quality Assessment framework• Engage and support all other strategic development with a specific focus on Customer Sentiment analysis

As a member of the incident management team, I worked within an ITIL based incident management framework to co-ordinate and drive resources across the business, in order to restore services and operations as quickly as possible to Vodafone’s elite Enterprise business customers.Typical Responsibilities include:- Escalate incident management- Support multiple incident management- Incident progress & resolution communications to include: - Internal & external progress bulletins - Flash reports- Service incident reporting- Incident progress & reason for outage/root cause if available- Improvement action assignment & tracking- Incident management team mailbox monitoring & processing - Development of workarounds/process enhancements- Lead a small team of Service Desk advisors in the absence of a TL

Identify and analyse performance challenges in an off-shore customer service operation.Deliver specialist level knowledge of the O2 Campaign.Design and deliver improvement strategies to senior management both on-site and across the campaign.

Handle escalated customer calls, social media interactions and CSI case management.Design and deliver performance improvement strategies to a customer service operation.Support the operation in coaching, expert advice and the integration of performance improvement strategies.