Advice Service Lead VHUB

Role Purpose

V-Hub is Vodafone Business’ new digital advice service; a proposition committed to helping SMBs grow and protect their business by harnessing technology. The service provides tailored recommendations and advice, relevant, helpful information and access to expert advisers. Three years on, V-Hub is live in 14 markets across Europe and Africa. And the service is evolving to offer a secure advisory ‘members’ portal, where SMBs can sign-up for free to create, manage and save a unique digital action plan for their business, with ongoing 121 advice and access tailored content. 

Our Advisory Service Lead is responsible for developing and delivering the V-Hub advice service across our OpCo footprint in Europe and Africa. From developing V-Hub’s advisory subject matter and the design and delivery of the 121 service model, this role is responsible for the telephony and video channel, working closely with V-Hub’s digital product team to realise a digital-first experience that’s cost-effective and customer-centric. This is a key role in the V-Hub team with potential for line management responsibility. 

As Advisory Service Lead, you will lead, develop and grow the ‘Advice as a Service’ experience and operating model, inclusive of:

• Owning the advisory ‘service’ experience end-to-end, from feeding data requirements into new technical capability and structuring the one-to-one conversation to ensure follow-up communications/assets are delivered 
• Evolving/extending the service model to deliver across multiple channels – telephony, email, video, chat etc
• Monitoring and improving performance of 121 advice experience, including customer satisfaction, cost-effectiveness and efficiency
• Monitoring performance of advisory experiences in context of wider proposition and digital channel ambitions, identifying areas for development and improvement across both the advisory pillars and the service experience 
• Driving the development and optimisation of the advisory conversation and digital capability/experience in line with both commercial objectives and customer insights in order to improve CX and support more SMBs to grow and protect their businesses
• Identifying, engaging and initiating third party partnerships to extend V-Hub’s advisory scope across subject matter Vodafone Business may not yet have the right to operate or lead on (eg. finance, HR)
• Working with the digital product team, content and proposition teams to develop and deliver messaging consistently across channels to improve resonance and awareness of advice as a service, and resolve issues with out of scope enquiries
• Communicating learnings and directing enhancements to the advisory experience (be it feedback, optimisation or new topics) across channels, to ensure a consistent customer experience across content, digital experience, telephony, workshops etc. and OpCos
• Working closely with data, analytics and OpCos to analyse and relay insight on advisory engagements, with  focus on collating soft-data around behavioural and psychographic trends, enabling hyper-personalisation across sales and marketing activities 
• Training and measuring the channels of advisory interactions, moving into face-to-face correspondence when physical V-Hub is established (if/where relevant)
• Launching and optimising physical V-Hub Advisory experiences, from one-off events and pop-ups to permanent in-store installations, and measuring performance as well as areas for improvement (future state)

You will demonstrate a passion for customer-centric design thinking, show experience in service and/or proposition design – ideally in omnichannel environments – and feel comfortable presenting to teams of stakeholders, working with global stakeholders in highly matrixed organisations.

What you’ll do

• Define and manage Advisor performance criteria, analysing both user insight and service model to optimise and improve for both customers and Vodafone Business 
• Determine the training and operating model of advisor resource in Markets to achieve a cost-effective and customer-centric advice experience, considering optimal cost/call and value/call 
• Define and deliver a roadmap to extend and optimise the service model, inclusive of channel development, new capabilities and experiences

Who you are

• Experience designing and delivering customer-centric services and propositions; experience of omnichannel service models preferred
• Experience of call-centre and/or telephony channel operating models
• Competent managing third parties and developing commercial partnerships 
• Competent working in matrixed organisations and navigating legal processes and frameworks
• Demonstrate successful adoption of group strategies into OpCos, or franchise-style business models
 

What's in it for you

We want you to feel happy and fulfilled at work, without compromising the other things in life that matter to you. There are lots of ways we support this, including hybrid working and generous parental leave. You'll also get four Spirit Days a year to focus on your personal development and wellbeing, plus a host of other great benefits too.

• Yearly bonus: 10%
• Annual leave: 28 days + bank holidays + the opportunity to buy/sell/carry over 5 days/year
• Charity days: 5 days/year
• Maternity leave: 52 weeks, the first 13 weeks are fully paid, followed by 26 weeks of half pay
• Private pension: You can contribute up to 5% of your basic pay with 2:1 matching from Vodafone up to 10%.
• Access to: private medical, private dental, free health assessments, share save scheme
• Additional discounts: Vodafone retail, gym, cinema, cycle to work, season ticket loan
• Hybrid working - twice a week in the office
 

Not a perfect fit?

Worried that you don’t meet all the desired criteria exactly? At Vodafone we are passionate about Inclusion for All and creating a workplace where everyone can thrive, whatever their personal or professional background. If you’re excited about this role but your experience doesn’t align exactly with every part of the job description, we encourage you to apply as you may be the right candidate for this role or another role, and our recruitment team can help you see how your skills fit in.

Who we are

You may have already heard of Vodafone - We're a leading Telecommunications company in Europe and Africa. But what you might not know is that we are continuously investing in new technologies to improve the lives of millions of customers, businesses and people around the world, creating a better future for everyone.

As part of our global family, whether that's Vodafone, Vodacom or _VOIS, you'll feel a sense of pride and purpose as you contribute to our culture of innovation. We pursue equality of opportunity and inclusion for all candidates through our employment policies and practices. We recognise and celebrate the importance of diversity and inclusivity in our workspace and we do not tolerate any form of discrimination especially related to but not limited to race, colour, age, veteran status, gender identification, sexual orientation, pregnancy, ethnicity, disability, religion, political affiliation, trade union membership, nationality, indigenous status, medical condition, HIV status, social origin, cultural background, social, or marital status.

Together we can.