Business Design Specialist

3 weeks ago

Newbury, United Kingdom Vodafone Full time

**Location**: Newbury (Blended home working)

**Salary**:Competitive + Vodafone Benefits

**Hours**: Full time (Part time and Job Shares considered)
- **Blended**

Vodafone UK’s blended working approach means you’ll come to your contracted hub location office as and when needed to get things done for your role and for tasks that require it, otherwise you will be able to work from home. Our ‘Office in a Box’ home-working kit will be available for all who need it during your onboarding journey.

We innovate, invent and continuously improve, Vodafone UK Digital works within the heart of our business. Empowering Vodafone’s mission of being a digital-first company is in everything we do.

**What will you be doing?**

Customer Experience & Transformation is a high-profile department within Consumer - Central Operations, responsible for championing the optimal CX across all our Consumer and Enterprise products and services. We drive positive change through Technology, Process, Policy and Organisational Design with a focus on but not limited to the Customer Centric Stack.

The Business Design Team plays a vital role managing the interface between the Business, Technology and Customer Journey Owners to ensure that the end-state vision for Vodafone is delivered through optimal solution design with an emphasis on solution simplification and enhancing Customer Experience whilst meeting the needs of the Business and Operational teams.

This role requires good working knowledge of the agent facing and back-end systems used to service our Consumer, SOHO and SME Customers within the CCS ecosystem.
Your role in the Business Design Team, is to work closely with UK IT Architecture and Technical Domain teams and Product and Proposition teams to ensure that the agent and Customer experience is at the forefront of design. This role is critical to Vodafone’s success in becoming more Customer & digital-centric and to enable us to be operationally sound.

You will be required to support and influence Product managers and solution designers using your in-depth knowledge of systems and the related processes and make solution recommendations in line with the UK Customer Experience and Business design principles.

The Business Design team are a friendly and motivated team - you will have the opportunity to learn about and enhance your knowledge across the CCS functions of Halo, Customer Interaction Management, Billing and Payments, Order Management, Home Broad Band and Converged services. As this is a key and widely cross
- functional role, it is an excellent area of Vodafone to build strong relationships and gain insight into how other Business and technical teams operate.

**Who are we looking for?**
- Proven expertise in CCS ecosystem and related operational processes, Demonstrable experience of CCS systems (Sebel, Halo, OSM, BRM) and related processes
- Experience in working with front end agents/users
- Ability to translate the needs of the Business in to a simplified and sound technical design
- Applied thinking to provide practical solutions to challenging problems
- Self-motivated, enthusiastic and energetic

**Must have technical / professional qualifications**:
**ESSENTIAL**
- Ability to engage and influence to Head of and Director level
- Experience of delivering business improvement initiatives
- Ability to manage a team

**HIGHLY DESIRED**
- Organisational skills
- Operational or product knowledge experience
- Experience of working in virtual teams

**What’s in it for you?**

An excellent remuneration and bonus package with 28 days holiday entitlement, in addition to bank holidays and paid leave for charity projects. We offer an extensive benefits package that can be tailored to suit you and your family, including employee discounts, retail vouchers, pension plan and share schemes. We’re also proud to provide a Reconnect programme with flexibility to support individuals returning to work after a career break and our market-leading parental leave policies. We’re committed to supporting you throughout every step of your career at Vodafone.

**Together we can**

If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, a sign language interpreter, or assistive technology, please refer to the Accessibility section of our Careers website (careers.vodafone.co.uk) under Career Support, for guidance.

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