fbpx Customer & Digital Experience Executive Acton Support Centre (123) 24589 | Dixons Carphone Careers

Customer Journey & Insights Executive


Job Number: 24589

Location: Acton Support Centre (123)

Contract: Full Time / Permanent


There's no feeling quite like uniting tech lovers everywhere and we get to do it every single day. Connecting our people, our customers and our partners. We're a team of 41,000 colleagues working across nine countries to deliver excellence. Be part of framing the future with us. You'll certainly feel proud when you see what you can achieve her

We’re iD Mobile, the UK’s fastest growing postpay mobile (MVNO) network ever. We launched in 2015, and already have over 1,000,000 customers. We offer everything from super-value Pay-as-you-go and SIM only deals, right up to the latest smartphones from the big-name manufacturers. Our success to date is just the start for iD Mobile – we have very ambitious plans for the future.

iD Mobile is an exciting place to work. We’re a young and dynamic start-up, and we value innovation, imagination and creativity. If you’ve got a great idea, we’ll help you run with it.  We’re passionate about finding new ways to address our customers’ needs.

As we continue our efforts to deliver a best-in-class customer experience for our customers, this role will support a customer-first business, addressing customers’ needs and frustrations and make iD the network customers never want to leave. This role will support the implementation of an innovative and disruptive customer experience strategy, as well as working with different areas of the business to optimise our BAU activities that affect our customers’ experiences with us.


As part of this role, you’ll be responsible for:


•    Reviewing and approving new initiatives to ensure everything iD delivers is considered and customer-focused. Be the customer champion across the business.
•    Using insight from a range of data sources, such as NPS, Trustpilot, iD Community and social media, to understand what’s working well for customers and where the pain points are.  
•    Helping run our Voice of the Customer (VoC) programme to gather further customer insights. 
•    Designing and developing initiatives to increase customer satisfaction: scoping, business casing, requirements gathering, UI/UX collaboration and testing. Think innovatively to understand where we can delight our customers and stay ahead of the curve. 
•    Help maintain and create customer journeys and use them to identify pain-points and delight moments. Use as part of the consultation with other members of the iD team when new ideas are being scoped.


Desired Skills & Experience:


•    Customer obsessed
•    Proven experience within any of the following: customer experience (design and/or delivery), CRM, innovation, customer proposition development, content creation and customer strategy
•    Ability to use customer insights, feedback and data to make the right decisions for customers
•    Experience working on customer journeys to create, analyse and optimize would be beneficial
•    Comfortable leading projects and communicating with cross-functional and virtual teams


We're one team and we celebrate all of the great things you do. One way we show our gratitude is by giving you access to a range of lifestyle benefits, including:


•    Company Pension Scheme 
•    Free on-site Gym
•    Discretionary/Performance Based Bonus
•    Colleague Discounts (Shopping, Cinema vouchers etc)


Beyond that, we'll be with you every step of the way, enabling you to get the most out of your role. Training plans are a given, and you'll have access to additional e-learning resources to really see your career develop in the way you want. We're building a team that brings technology to people, making their lives better, easier and fuller, and you can be part of it.