Client

Vodaphone

Overview

Vodafone is the world's largest mobile telecommunications company measured by revenues with over 390 million subscribers. Vodafone owns and operates networks in over 30 countries and has partner networks in over 40 additional countries.

Positions

Head of Customer Experience.

Challenge

Vodafone were seeking to enhance all aspects of their customer experience, across all products and all customer touch points including billing, online, devices, store etc.

Solution

As the organisation was going through a major transition we were appointed to source a person who would take accountability for defining and delivering the end to end Customer Experience principles across all products and all touch points.

They would also be required to develop the go to market process for new devices, define the network performance metrics and ensure cross functional collaboration with the Consumer Markets team. We implemented a global search resulting in a successful hire within 4 weeks.