Customer Experience Enablement Specialist through AI Tools

About Vodafone and the Role

Vodafone is dedicated to shaping the future of connectivity globally while fostering an inclusive and sustainable workplace for all employees. By joining our team, you'll be part of a mission to connect people, tackle complex challenges, and positively impact communities worldwide. We strive to help our employees achieve professional growth while maintaining a healthy work-life balance.

Key Responsibilities

• Identify opportunities to enhance customer experience (CX) using VOIS AI and group CX AI tools, aligning plans with value and overall CX strategy.
• Develop and maintain a backlog of AI tool initiatives for prioritization by VOIS AI squads, Group CX tools, and VFIE AI Board.
• Document the value proposition of each backlog item clearly.
• Determine the optimal delivery channel, such as VOIS, Group CX Insights, or others.
• Prepare AI project requests to a state ready for smooth acceptance by delivery teams.
• Lead the AI tools forum with VOIS, overseeing roadmap progress and opportunity delivery.
• Prioritize AI tool enhancements to maximize commercial benefits and CX improvements.
• Focus on closing the gap between AI capabilities and frontline user adoption.
• Create investment cases for AI initiatives that improve CX, leveraging insights from the broader CX team.
• Explore ways to leverage AI investments across Ireland to support agents, empower digital assistants like Tobi, and eliminate customer friction points.
• Assist in evaluating the impact of organization-wide CX initiatives via AI models.
• Promote understanding of AI capabilities and translate roadmaps into clear business value explanations.

Candidate Profile

We are looking for a leader experienced in CX and AI enablement who can detect, design, and accelerate high-impact AI opportunities that enhance customer experience, commercial outcomes, and operational efficiency. This individual will effectively bridge the gap between business requirements and AI implementation teams, transforming concepts into investment-ready projects with defined ownership and prioritized plans.

You will have a strong passion for optimizing Vodafone's AI investments by encouraging adoption, removing customer pain points, and supporting agents and digital channels to deliver superior experiences.

Desired Skills and Experience

• Strong expertise in Customer Experience management, AI technologies, and digital transformation strategies.
• Ability to identify, assess, and quantify CX, efficiency, and commercial improvement opportunities.
• Experience in developing business cases, investment justifications, and frameworks for prioritization.
• Competence in backlog management, roadmap development, and stakeholder coordination.
• Skill in translating business challenges into actionable AI requirements for delivery squads.

Inclusivity and Support

Vodafone welcomes candidates from diverse backgrounds and encourages applicants even if they do not meet every criterion exactly. We are committed to empowering employees and ensuring a workplace where everyone can thrive and belong.

Benefits

• Flexible working arrangements enabling employees to work in a way that suits their productivity, including hybrid options and emphasis on work-life balance.
• Competitive remuneration package with salary, bonus, and a comprehensive pension scheme.
• A generous flexible benefits allowance and broad health and wellbeing support.
• Access to on-site wellness center and gym, plus wider wellbeing initiatives.
• Complimentary mobile plans, exclusive device offers, and discounts for employees and their families.
• Progressive family-friendly policies and flexibility supporting all life stages.
• Significant opportunities for professional growth through learning, development, and internal mobility.

About Vodafone

As a globally leading telecommunications provider, Vodafone serves millions of customers, championing connectivity as a force for good to improve lives and the planet. Our culture embraces diversity and inclusion, fostering a safe and valued environment for employees worldwide.

We are dedicated to accessibility during recruitment and encourage requests for accommodations for candidates with disabilities.

Together we can make a difference.