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Description
Your dream job does exist.
Discover it at Vodafone!
Join our journey as we connect for a better future. Ready?
We are looking for a Network Quality Customer Insight Expert
First things first: Our Brand.
We are a digital brand and a global technology company, operating in the fields of telecommunication, e-commerce, gaming, insurance, TV, tech-fin and payment systems, currently in 21 countries.
With our expertise and passion for digitalization at Vodafone, we are a global center of excellence that sets the pace in the industry.
We are proud to export our successful practices abroad, while transferring our global know-how to our country.
We have a global team of more than 90.000 colleagues taking part in a transformative and an exctiting journey.
Our Spirit, Our Way.
Here are the key behaviours that help us bring our Spirit and Purpose to life:
- Earn customer loyalty: Small things do matter.
- Experiment, learn fast: Just take the chance.
- Create the future: That’s possible.
- Get it done, together: It’s up to each of us to make it happen.
Here, everyone can feel free to be themselves and express their ideas.
We are proud to have the most flexible #hybrid way of working in Turkey.
Together with your team, you can decide which days to come to the office depending on your work requirements.
Another favorite: Meeting-free afternoons! Every Friday, arrival of the noon means we can start to take it easy: spend time working on our personal development or catching up with our team. We call this #CumaKafası (Friday mood :)).
And yes we are Agile! The world is constantly changing. And we cannot afford not to! Our journey began by simplifying our organizational model and transforming into a more agile structure that now we use extensively, especially in our development processes.
Why is this role really critical to us?
We are looking for a Network Quality Customer insight Expert with the will and ambition to work in high performing environment. Vodafone is one of the biggest global Techco companies and you will also be able to have a chance to show your potential worldwide by working with our global stakeholders.
The role is responsible of making sure that Vodafone Mobile Network gives best experience to customers looking at automatically to Customer based KPI’s with E2E perspective. The role requires project management skills beside being responsible of giving insights to investment, operation, and optimization teams for increasing network satisfaction scores and decreasing network related churn.
How will you spend your time at Vodafone?
- The Mobile Network Quality Customer Insight Expert ensures comprehensive tracking, analysis and explanation of the Network Customer Experience/Satisfaction Indicators. The role covers close monitoring and contribution of Customer feedback/satisfaction surveys like NPS, rNPS , overall Customer Tickets, churn analysis and correlation of these satisfaction indicators with network performance & experience metrics as well as the results of Benchmarks and Trend Analytics (mapping drivers for customer dissatisfaction to network performance issues).
- It requires the understanding of network service quality and working with cross-departmental to improve network performance and customer satisfaction.
- The role supports the definition and the advancement of effective measures for quality improvements through a holistic view and strengthening of the quality concept across all technical areas.
- Define, monitor and check trend for customer based Kpı’s, which are correlated with customer satisfaction metrics/surveys, by creating Insights from different resources (CDR, CEM, Sigos, Netperform etc.)
- Making sure that Customer Based KPIs are reported on time, on purpose and with qualified data, making sure that Customer based KPIs always meet the targets and keep on improving.
- Working on new Use cases of CEM project, finilazing requirements with stakeholders, asses the deliveries.
- Delivering customer impact analyses on network parametric and hardware changes, incidents, etc. using different data tools and KPIs that effects network customer perception and network KPI targets.
- Support Business teams with Network Customer Insights to drive marketing activities.
You are just the person we’ve been looking for, if you have:
- Good knowledge of Mobile Network topology (RAN, Core, Transport) and quality management. Fixed Network knowledge is an asset.
- Good understanding customer satisfaction metrics like NSS, churn and complaint handling
- BS degree or higher in Telecommunications, Computer Science or relevant field
- Good working knowledge in network performance management and understanding of network measurement data gathering and analysis.
- Excellent understanding of the data analysis through querying of relational databases.
- Solid experience in Data Science, Big Data Cubes and data analytics methods, advanced level SQL and tools
- Driving skills to drive business and technology teams with provided customer insights
- Good presentation and storytelling skills to summarize findings for executive meetings.
- Ability to work with cross-functional teams and multiple simultaneous projects
- Five 5+ years of experience within the Network function
- Good team player skills
- Strong communication / interpersonal and decision making skills
- Ability to work within a multinational, multicultural environment
Get to know us
If you want to know more about us and what we do, then visit our website: www.vodafone.com.tr
https://www.vodafone.com.tr/insan-kaynaklari
Instagram: https://www.instagram.com/vodafonekariyer/
Youtube: https://www.youtube.com/user/VFTurkiye
This role has a #Hybrid working model
Wait for it: Our benefits!
We like to keep them flexible:
- Vflexy: Flexible Benefits Program
- Hybrid working kit
- Ergonomic kit allowance
- Digital meal voucher
- Flexible transportation allowance.
- Employee assistance hotline & counselling
- Comprehensive and flexible private health insurance
- Discounted price deals for wide range of products & services
Plus, plenty more to enjoy!
#LI-Hybrid
Data Privacy
By applying for this job, you accept the Vodafone Privacy Policy. Please visit Privacy Policy web page at https://careers.vodafone.com/privacy-policy/turkey/ for further details.
