Customer Journey Specialist

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.

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!

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.

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.