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Job Description
- Support the Customer Experience Insights Manager on prioritised Customer Experience demands from concept, proof of value to delivery process, also contributing to create and develop new techniques for assessing the quality of service experienced by the customers and for analyzing their behavior in using the services provided by the Vodafone networks.
- Help the working groups aimed at designing the related performance KPIs and the technical use cases, both within the legacy and the Big Data/Analytics scope, and support their adoption on the Local Markets side, by also supporting the development and the deployment of the related enablers (e.g.. network data sources, CEM, Netperform, etc. etc.)
- Contribute to drive the acquisition, the introduction and the deployment of the data sources and the solutions aimed at providing Customer Experience insights, coordinating the related working groups and projects
- Deliver customer insights at service and customer level, to ensure network priorities aligned with business needs
- Support the continuous innovation of the solutions used for assessing the level of QoS experienced by the customers, also contributing to their selection, acquisition, development and deployment
- Design the performance KPIs and the technical use cases, within the legacy and the BigData/Analytics scope and support their introduction into the network operational processes
- Manage the development of new proof of concept projects within the scope of Network planning and optimization
- Manage customer experience technology requirements and roadmap with internal stakeholders
- Supporting the prioritisation and roadmap of internal and external data sources and working with other technology teams in setting key requirements for data sourcing
Job Requirements
Core competencies, knowledge and experience:
- Deep technical competency and experience across all the network domains.
- Broad experience in business relevant correlation analysis.
- Deep understanding of the performance KPIs, at network, customer and service level and of the related figures.
- Expertise with various industry applicable data sources (e.g. passive probing, radio traces, OSS network elements, , crowd sourcing ,...)
- Strong knowledge of processes related to the assessment and to the optimization of the E2E performance
- Able to work with data models and be able to mine large and complex data sets.
- Ability to understand business requirements, interpret data, and develop & propose improvement strategies based on our gaps.
- Understanding of Big data technologies is preferable
- Great multi-national, multi-cultural leadership skills to align large team of technical resources around a common strategy and architecture
- Ability to communicate complex technical concepts comprehensively at an executive management level
- Motivated, results oriented, strong leadership skills.
- Minimum 6 years’ experience in Quality/Engineering functions (Radio, Core, Services).
- Long and proved experience in managing relevant and complex projects (possibly at Group level)
Must have technical / professional qualifications:
- Degree in telecommunications Engineering or similar
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