VodafoneThree - Insights Specialist

Location:

Newbury + Hybrid

Salary:

Excellent basic salary plus bonus and Vodafone benefits

Working hours:

Full time 37.5 hours per week – Monday to Friday

Hybrid

We believe that through collaboration and connection with our colleagues we can achieve great things. Our hybrid working approach allows our people to work both in the office and at home, providing the flexibility and resources you need to succeed in your role. We don't require you to be in on specific days; instead, we ask people to come into the office 2-3 days each week, for at least 8 days per month. You should work with your line manager to understand what their expectations are for you, your specific role and your team.

Who We Are

We’re here to build a network the UK can count on – one that connects people, places and potential. Because no matter where you live, what your background is, or how you get online – we think everyone deserves the same chance to stay connected, and with VodafoneThree, that future’s being built – today.

We’re creating more than the UK’s best network. We’re helping close the digital divide, empower communities and drive meaningful progress.

We believe that everyone should feel they belong. Whoever you are and whatever your story, there’s space for you here. We’re building a workplace where different perspectives are welcomed, voices are heard, and everyone feels safe to show up as themselves.

You’ll join a team that genuinely cares – about each other, about our customers, and about the future we’re building. From day one, you’ll be welcomed, valued and encouraged to bring your whole self to work.

Why VodafoneThree

Join us and you’ll be at the heart of change. That means building responsibly, investing sustainably and creating opportunities that last.

We’re not just expanding connectivity; we’re reimagining what a connected nation looks like. With £11bn invested in 5G and digital infrastructure, your work will directly power businesses, services, and communities across the country.

You’ll work on real challenges, with real impact, across every corner of the country. Wherever you join us, whatever your role, you’ll be helping to build a future that works better for everyone.

We move at pace, because what we’re building matters – and we’re learning as we go. We’re proud of the progress we’ve made, but we’re just getting started.

Be part of our Business UK function, a team that are revolutionising how customers use technology and connectivity. With our extensive range of products and services, we help all kinds of organisations – from small, local businesses to multi-national corporations – unlocking the potential of new technologies, including 5G, AI and the Internet of Things (IoT).

What You’ll Do

• Define and deliver the end-to-end Vodafone Business customer sentiment strategy, building a 360° Voice of the Customer ecosystem that integrates predictive analytics, speech and text insight, and scalable technology capability to enable data-led decision making across the business.
• Own and drive detractor management and closed-loop programmes, ensuring 100% of detractors are actioned, root causes are identified, and targeted interventions reduce churn risk and recover customer value across critical journeys and Moments that Matter.
• Establish and embed a single, business-wide CX measurement framework, defining clear metrics, governance, and scorecards that link customer sentiment to operational performance and commercial outcomes, enabling ELT-level visibility and accountability.
• Analyse end-to-end customer journeys and sentiment across all Vodafone Business touchpoints, identifying root causes and trends to generate targeted, commercially relevant insights and recommendations that drive experience improvement, reduce cost to serve, and influence business priorities.
• Own the CX technology and VoC platform strategy (e.g. Medallia), leading supplier selection, capability design, and commercial negotiations to deliver required functionality, cost efficiencies, and scalable solutions aligned to business needs.
• Champion a data-driven culture, mentoring and upskilling colleagues in advanced analytics and insight methodologies.
• Ensure the highest standards of data integrity, governance, and compliance in all insight activities.

Who You’ll Be

• Significant experience leading customer sentiment, VoC, and insight programmes within a large, complex organisation, with a track record of turning customer feedback into measurable CX and commercial outcomes.
• Deep expertise in customer sentiment measurement and advanced analytics (e.g. NPS, predictive, speech and text analytics), with the ability to translate complex data into clear, actionable insight that drives business decisions.
• Proven ability to influence and challenge senior stakeholders, using insight to shape strategic priorities, embed a customer-led culture, and drive cross-functional change.
• Strong commercial acumen, with the ability to link customer sentiment to churn risk, revenue impact, and cost to serve, ensuring CX activity delivers tangible business value.
• Advanced skills in data analysis tools (e.g., Excel, Power BI), visualisation platforms, and data storytelling.
• Experience designing and embedding end-to-end VoC ecosystems, integrating multiple data sources and insight channels to provide a holistic view of customer journeys and enable targeted, insight-led action.

Worried that you don’t meet all the desired criteria exactly? We know that everyone is unique, with multiple aspects to their identity and different experiences behind them. We are passionate about Inclusion for All and creating a workplace where everyone can thrive, whatever their personal or professional background. If you’re excited about this role but your experience doesn’t align exactly with every part of the job description, we encourage you to apply as you may be the right candidate for this role or another role, and our recruitment team can help you see how your skills fit in.

What We Offer

We care about our people’s success by offering great pay, bonuses, up to 28 days off plus bank holidays, and paid time for charity work. You can personalise our benefits for you and your family, like discounts, vouchers, a pension plan and loads more. We help with your career through our amazing learning tools and top-notch parental leave policies.

Need to Know

We are regulated by the Financial Conduct Authority and all offers of employment for this role are subject to background checks, including criminal (DBS) and financial checks to meet the regulators standards.

If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, a sign language interpreter, or assistive technology, please refer to the Accessibility section of our Careers website ( for guidance.

We use AI in different parts of our business to boost innovation, improve efficiency, and create new opportunities. We know many candidates use AI to fine-tune their CVs or prepare for interviews, but what we really care about is your unique experiences and achievements.

During the interview, we want you to rely on your own knowledge and skills to show us who you really are—your personality, creativity, and abilities. Above all, we’re looking for authenticity and can’t wait to get to know the real you.

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