Head of Digital care

  • náměstí Junkových 2808/2, 155 00  Praha-Stodůlky, Czech Republic
  • Unlimited Contract
  • Full-time work

At Vodafone, we’re working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it's our human spirit, together with technology, that empowers us to achieve this.
We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together.
With us, you can be truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.

Role function

Design and delivery of simple, fast and automated tools and processes for customers and customer facing employees.
# Direct reports: up to 30

Key Responsibilities

  • Your goals: Simple, fast and automated tools and processes for customers and customer facing employees. Happy and satisfied customers and employees. Customer Care and Sales meet their efficiency and customer satisfaction goals.
  • Your playground: Chatbot, Robotics, Contact center systems (all on global cloud platforms), Design contribution to all company projects, Customer journey analytics, Process design across company, Voice of customer, Quality monitoring and measurement, Business ownership of billing and CRM systems.
  • Your buddies for example: Customer Care Director, IT Director, Head of Digital channels and transformation, Head of Care, Head of Customer Fulfillment, Project Management Committee, Group Platforms stakeholders.

Do you want to look first at what we are like colleagues?

Check out our career page and see how it works.

Where will you work?

Competencies

Competencies
You will lead “the brain of customer care and sales support” thru
- strong contribution to creation and mainly delivery of customer care and sales strategy for both consumer and business segments,
- driving our customer care investments,
- designing processes and systems for all frontline employees,
- searching new ways how to automate and digitize,
- experimenting, learning and helping us to manage and organize our internal customer care initiatives.
And last but definitely not least you will be along with your colleagues the voice of customer care around the company.
If you are open minded and creative but, structured and focused on delivery as well as having can-do attitude and able to see obstacles as an opportunity than you can be sure not to expect routine job with priorities “carved in stone for whole century” and tons of resources but, you can expect team who wants to do what is best for our customers, colleagues and company.
This will be piece of cake in case you are good with stakeholders as well as good listener. And, yes, some previous experience is needed, English language mandatory and Czech is big advantage.

And we offer you:

  • Here, we address each other informally and aren’t really bothered about a dress code… It suits us all just fine, and we hope you’ll feel good among us too.
  • Let’s not hide the fact that Vodafone is a big name – so we’re offering you the stable environment of our company, which is simultaneously a challenger on the telecommunications and data market.
  • Most of us currently work from home. We want to keep the increased ratio of remote working in the future.
  • We keep up with the times or even a step ahead, so with us you can enjoy 5 weeks of vacation, 5 sick days and optional home office… We also think about parents, with longer vacations for new dads and the option of returning to work sooner under exceptional conditions for moms.
  • If Vodafone, then full on – you will get a mobile phone and a great tariff with unlimited data, plus 24,000 benefit points per year which you can use in the cafeteria to buy vacations, educational courses or just to invite your dearest to the cinema.
  • We’re located on a metro line – right at the entrance actually – our headquarters are in Stodůlky. You’ll find everything you need in the building and the vicinity for your lunch break or coffee break, and you can even shop in the nearby stores.
  • And if you need to shake it off after work, you can grab one of the bikes we rent, or go to our gym located in the building.
  • At Vodafone, we’re passionate about creating inclusive workplaces where everyone can be themselves and achieve their best. For us, that means supportive teams and strong relationships where everyone’s contribution is valued - across social and cultural backgrounds, ethnicities, age, genders, gender identities, abilities, sexual orientation, and everything that makes us unique. We want the best people to join us and make their difference, so we will always consider requests for flexible working (such as full-time, part-time, home-working).

Contact

Jakub Lisner
Jakub Lisner Show profile Vodafone Czech Republic a.s.

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