Customer Experience Data and Insight Specialist

Location: Newbury (Hybrid)

Working hours: Full time 37.5 hours per week – Mon to Fri

*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.

This role ensures optimal service performance across the customer base by delivering actionable insights and balanced scorecards. It drives continuous improvement, risk management, and customer experience enhancements, aligning service delivery with business objectives and strategic goals.

What you'll do:

• Own the development and ongoing evolution of CX performance reporting, dashboards, and insight products used by service owners and senior leadership.
• Translate complex customer and operational data into clear, actionable insights that support prioritisation, investment decisions, and performance improvement.
• Design, maintain, and govern balanced scorecards covering customer experience, quality, financial, and operational performance, ensuring a single trusted version of the truth.
• Lead deep‑dive analysis to identify trends, drivers, and root causes of customer experience outcomes, with strong focus on mobile services and journeys.
• Establish and maintain robust data management practices, including metric definitions, data lineage, documentation, and quality controls.
• Proactively identify customer experience and service performance risks, clearly articulating implications and recommended actions.
• Produce executive‑level dashboards, performance packs, and presentations that clearly communicate performance, insight, and recommended actions.
• Support initiatives to improve NPS and customer satisfaction through insight‑led identification of experience drivers.
• Act as a trusted insight partner to stakeholders across Networks, IT, Operations, and CX, influencing decisions through analytical credibility and storytelling.
• Ensure reporting and insight practices align with internal governance, controls, and relevant industry frameworks.

What we are looking for:

• Proven experience delivering customer experience or service performance insight within a mobile or telecommunications environment with an understanding of mobile products, services, customer journeys, and the factors that influence customer experience.
• Proven data and analytical capability, with experience working across multiple datasets to identify trends, drivers, and improvement opportunities.
• Demonstrated experience designing and maintaining dashboards and performance reporting for senior and executive audiences, with advanced ability to translate complex data into clear, compelling narratives and presentations that drive decision‑making.
• Experience applying analytical techniques such as trend analysis, root cause analysis, and performance segmentation.
• Familiarity with service management frameworks, performance governance, and risk/control considerations (e.g. ITIL, scorecard‑based performance management).
• Proven stakeholder engagement skills, with confidence to challenge assumptions and influence through insight.

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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.

We believe everyone should have the opportunity to interview for a role that matches their skills. In collaboration with our Talent, Diversity & Inclusion teams and our employee-led DEI Networks, we identified a range of reasonable adjustments to help you feel comfortable and perform at your best self during the interview process. 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 contact your recruiter directly or email jobs@three.co.uk 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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