JUMP TO CONTENT
Search

Customer Journey Specialist

2400Z2
  1. Sales
  2. Full-time
  3. 37.5
  4. Three UK
  5. Glasgow

This vacancy has now expired. Please see similar roles below...


Company Description

Three UK is a big network for the little or life-changing connections that make life richer. Our brand embodies the strength of our network and how we can provide better connectivity every day for every customer.

Three UK was founded in 2003 to challenge the mobile industry, and now covers 99% of the UK outdoor population with its combined 3G and 4G network and carries 28% of mobile data traffic in the country (Enders Analysis). Three has more spectrum exclusively dedicated to 5G than any other UK mobile network, meaning our customers will benefit from an outstanding experience when using the next generation of mobile technology.


Job Description

What you’ll be doing in the role.

  • Voice of Customer: You’ll be responsible for designing and executing survey-led data collection focused on the relationship and journey customer experience. Analysing feedback through a mixture of bespoke tools and standard analysis techniques.
  • Customer Journeys: Taking a customer perspective you will use the tools available to identify and analyse key customer journeys calling out the pain points/moments of truth for our customers and engaging relevant stakeholders to share insight.
  • NPS: You will champion the interpretation and application of NPS surveys and their value across multi-channel stakeholder teams.
  • Insight Delivery: You’ll be directly responsible for extracting, manipulating and crucially interpreting the wealth of information available to inform the business on key customer journeys.
  • Subject Matter Expertise: In order to be successful, you must be experienced with survey, qualitative or unstructured data analysis including sample size and significance.
  • You will have a firm grasp on Ofcom and FCA requirements and how they influence the way in which customer journeys are designed and managed and be able to confidently identify and communicated risk and improvements in a time sensitive manner.
  • Providing timely and comprehensive reporting, utilising statistically significant data to produce a prioritised action log.
  • You will actively maintain and enhance your own knowledge of current and forthcoming regulatory requirements and identify process improvements and first-class practices.
  • Stakeholder Engagement will be crucial to success in this role, you must cultivate relationships with key stakeholders often challenging them on performance.

What you'll receive in return…

  • Salary range for this role starts at £37,200, and exact salary will differ by job and experience.
  • Competitive annual salary, a performance based annual bonus & an additional 'flexible allowance' to spend on additional benefits, topping up your pension, or to be added to your salary.
  • Hybrid working between your home (2-3 days a week) and our Glasgow or Reading office.
  • 28 days annual leave + 8 bank holidays + 3 personal days annually, which increases with length of service.
  • Private Medical Insurance, Life Assurance and Income Protection.
  • Free mobile phone package & unlimited sim-card.
  • On-site car parking (including electric!) - Reading only.
  • .... Plus lots more including wellbeing and learning & development benefits!

Qualifications

What we are ideally looking for.

  • Proficient in the use of Adobe or Google Analytics suites would be highly valued.
  • Strong communication and visual storyteller that combines a keen eye for detail with the ability to tell the bigger story an create belief in the customer.
  • Experience of working with both qualitative and quantitative research data.
  • Be a master storyteller and trusted with Exec stakeholders to accurately deliver clear and concise findings.
  • Experience in leading e2e journey mapping and deep dive investigations on complex/important topics – problem solving and working both.

Additional Information

This role sits in the CX function and reports to the Senior CX Business Partner.  It is part of the wider Service Directorate within the Commercial function at Three. The role will play a key part in driving the business to place the customer at the heart of decision making by understanding their needs and enabling the business to improve and create innovate experiences. By interpreting what really matters to customers, people and the business you will be Holding the mirror that turns insight into action.

Our people make us who we are. We’re a diverse and inclusive bunch, and it’s important you can feel you belong here. We value everybody for who they are and what they bring to the table, supporting one another as we continue to deliver for our customers.

With that in mind, if you do not ‘tick every box’ in the job advert above, there are likely other valuable attributes and skills you have that would make you a great addition for the team. So, if you feel this role is for you, then please apply! We are committed to equality in employment and growing a diverse workforce. We embrace those of any race, gender identity, sexual orientation, age, religion, disability, marital status, family status or civil status and we want our teams to reflect this!

We are a Disability Confident Committed Employer. Need any reasonable adjustments? Let us know when you apply so we can support you throughout the interview process.

At Three we have a hybrid working arrangement in place as standard for office based employees, where employees work from a mix of office based location and working from their home in the UK to carry on their role.

Excluding retail, our core hours at Three are between 10:00 and 16:00, with operating hours between 08:00 & 18:30. This allows employees to have a start time between 08:00 and 10:00 and finish time between 16:00 and 18:30.

List#1

Our latest thinking

Glasgow and Reading Pride 2024

Teaser

Our Inclusive culture

Content Type

Article

Publish date

10/17/2024

Summary

On Saturday 20 July in Glasgow, 22 of our people took part in the Glasgow Pride march. We also joined the Reading Pride march on Saturday 7th September, where 14 people took part, with people from d

Teaser

Read more
Inspiring Careers - Anil Darji

Teaser

Our Employee Stories

Content Type

Article

Publish date

10/11/2024

Summary

In this edition of 'Inspiring Careers', Juliet Callaghan interviews Anil Darji, Chief Network Architect. 🌐 what being a network architect entails 🚀 how he started his career  🎯 what his best career

Teaser

Read more
Inspiring Careers - Craig Dennis

Teaser

Our Employee Stories

Content Type

Article

Publish date

08/29/2024

Summary

Check out our most recent edition of our hashtag #InspiringCareers, where we shine a spotlight on Craig Dennis.Craig gives us an insight into:🤩How he got into Three and his progression up through the

Teaser

Read more
South Asian Heritage Month Spotlight Series

Teaser

Our Inclusive culture

Content Type

Article

Publish date

08/08/2024

Summary

Thursday 18 July, marked the start of South Asian Heritage month which runs until Saturday 17 August. It is a time where the diversity of South Asian history and culture is celebrated, and we’re intro

Teaser

Read more
The Key Lessons I’ve Learned from My Time as Accessibility Network Co-Chair

Teaser

Our Inclusive culture

Content Type

Article

Publish date

07/17/2024

Summary

As the Co-Chair of the accessibility network at Three UK over the course of this year, I've had the opportunity to learn more and deepen my understanding around the multifaceted nature of Accessibilit

Teaser

Read more
Kalina Suchenia

by

Kalina Suchenia

Kalina Suchenia

by

Kalina Suchenia

Inspiring Careers - Lou Braddick

Teaser

Our Employee Stories

Content Type

Tst Blog

Publish date

04/26/2024

Summary

As part of our Inspiring Careers series, we are celebrating the uniqueness of our employees' career journeys. This series is all about learning more about the different ways our people have shaped the

Teaser

Read more
Inspiring Careers – Linsay Mair

Teaser

Our Employee Stories

Content Type

Tst Blog

Publish date

04/16/2024

Summary

Welcome back to our exciting new series, where we uncovering the diverse careers of people working at Three! We want to celebratethe uniqueness of each individual’s career journey, sharing stories tha

Teaser

Read more
Inspiring Careers - Matt Conway

Teaser

Our Employee Stories

Content Type

Article

Publish date

02/16/2024

Summary

As part of our Inspiring Career series, where we uncover the diverse careers of people working at Three, we are talking to Matt Conway, our Head of Go-To-Market (GTM)!We want to celebrate the uniquene

Teaser

Read more
Image of Mark Remond, CPO at Three
How Three is improving gender balance in leadership and tech

Teaser

Company update

Content Type

Press Release

Publish date

01/26/2024

Summary

Three is well on its way to achieving gender balance, but there is more work to be done, especially around getting more women into tech, its chief people officer tells Ashleigh Webber. Like many emplo

Teaser

Read more
Image of author - Alistair Lowe
Inspiring Careers – Alistair Lowe

Teaser

Our Employee Stories

Content Type

Article

Publish date

01/11/2024

Summary

We have a new series, Inspiring Careers, where we are celebrating the uniqueness of an individual’s career journey. From sharing stories that inspire to igniting the spark of curiosity, join us in dis

Teaser

Read more
View all

Job search

What we do?

We are a business built on people. We work hard to look after our customers and each other. This means fostering a diverse and inclusive culture, as well as providing you with a competitive package of pay and benefits that reward you for your hard work, while supporting your health and wellbeing.

Browse our jobs
Search