Portfolio Manager: User Experience Design at Vodafone Global Enterprise

Job description

The role of the Portfolio Manager: User-Experience Design is:

• To design customer facing solutions for all demand into Online: CBU and EBU product launches, Brand and Marketing campaigns, and creation and maintenance of User Interface Standards according to which our Digital Channels need to be built, along with “business as usual” updates to existing content and features across the various Digital Channels.
• To define, deliver, monitor and own the Digital Customer Experience across all Digital Channels (Website, Apps and Omni-Channel)
• To be responsible for driving on-going increases in customer satisfaction, usage, cost saving and revenue from Digital Sales and Upgrades products and services.
• To be fully responsible for the digital TNPS KPI which measures our customer experience levels and sentiment, which impacts directly on achievement of commercial targets.
• To deliver on the Digital KPIs of digital revenue, which has a target of hundreds of millions of Rands in revenue, new contracts and upgrades performed via digital channels and the execution plan to drive customers into using digital channels for these purchases in order to obtain significant cost savings.

Your Responsibilities Will Include

• Customer Experience
• Bring customer experience into every decision
• Listen and ask questions to understand our customers’ needs
• Customer centric design leadership on projects and strategies
• User Experience Strategy and execution
• Create overall User Experience strategy and obtain organisational buy-in
• Drive delivery of projects to achieve User Experience business objectives.
• Performance Tracking & Improvement
• Continuous monitoring of performance across Website, Apps and Omni Channel
• Run initiatives to improve customer satisfaction, usage, cost saving and revenue
• Turn insights into actions to improve customer experience
• Subject Matter Expert, Organisational Leadership and communication.
• Vodacom champion for customer-centric design
• Obtain buy-in across the organisation
• Remove operational and execution barriers

The Ideal Candidate For This Role Will Have

• Minimum of a Bachelor’s Degree in business or information systems areas (essential)
• MBA (preferable)
• 8 years’ relevant experience in the User Experience Design (essential), inclusive of:
• Experience within telecommunications (preferable)
• Product Development skills (essential)
• 2 years’ leadership/ managerial/ supervisory experience (essential)

In addition to the details listed above, the ideal candidate will have an in depth knowledge and understanding of:

• Problem solving
• Self-motivation
• Communication and negotiation skills