Business Design Manager
Senior Business Analyst / Solutions Design
The Business Design Team plays a vital role managing the interface between the Business, Technology, Customer Journey Owners and Suppliers to ensure that the end-state vision for Vodafone is delivered through optimal solution design with an emphasis on simplification and enhancing Customer Experience whilst meeting the needs of the Business.
This is the lead role within the team for our Home Broadband and Fixed Line propositions to our Consumer and Small Business customer bases.
The role is centred around working closely with UK IT Architecture and Domain teams and Product and Proposition teams to ensure our new products and services consider: the end customer experience; the front-line agent experience; optimal use of the current capabilities of the CCS stack at each stage of design and build. This is critical to Vodafone’s success in becoming more customer & digital-centric and to enable us to achieve our objective of being the best.
You will be required to support and influence product managers and solution designers using your in-depth knowledge of Home Broadband and Fixed Line solutions design and make recommendations in line with customer experience and business design principles.
This role requires a methodical approach combined with flexibility and excellent communication skills. You will be required to lead design reviews and challenge and influence where necessary to ensure Vodafone delivers a great customer experience for each new product/service that goes to market, whilst ensuring that the technical solution is fit for purpose and has minimal impact on our front line staff.
The Business Design team are a friendly, supportive and motivated team. You will have the opportunity to learn about the wider CCS functions of Billing and Payments, Order Management and Customer Interaction Management and how we influence and work with the wider Customer Experience team. 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.
Key accountabilities and decision ownership:
- Be the ‘go to’ person on the business side on how consumer & small business Home Broadband and Fixed Line propositions are delivered through systems, processes and people.
- Ensure all projects and relentless fix initiatives make optimal use of the CCS stack to deliver a compelling customer experience.
- Provide early feedback on new propositions to shape them to optimise alignment in to the CCS stack
- Facilitate interaction across technology and business teams and leadership communities to drive informed and balanced design decisions for Home Broadband and Fixed Line
- Support the triage team in assessing root cause for incidents and production issues
- Assure testing scope/approach for all new designs
- Timeliness of design reviews measured by approvals within SLA
- Effectiveness of stakeholder relationships measured by stakeholder feedback
Core competencies, knowledge and experience:
- Proven expertise in Home Broadband and Fixed Line and the related technical solutions, Enterprise systems and operational processes
- Ability to translate the needs of the Business in to a simplified and sound technical design
- Strong stakeholder management skills, enabling cross-functional collaboration
- Strong influencing & negotiating skills
- Applied thinking to provide practical solutions to challenging problems
- Good presentation skills
- Self-motivated, enthusiastic and energetic
Vodafone Way Behaviours:
ONE COMPANY, LOCAL ROOTS - We work across Vodafone to achieve the best outcome for customers, employees and shareholders.
CUSTOMER OBSESSED - We are passionate about exceeding customer expectations and bring the customer experience to every decision.
INNOVATION HUNGRY - We create and deliver new products, services and ways of working that delight our customers.
SPEED, SIMPLICITY & TRUST – We quickly seek simple solutions to problems and take pride in eliminating complexity.
AMBITIOUS & COMPETITIVE – We deliver the best in class
Vodafone is committed to attracting, developing and retaining the very best people by offering a flexible, motivating and inclusive workplace in which talent is truly recognised, developed and rewarded. We believe that diversity plays an important role in the success of our business and we are committed to creating an inclusive work environment which respects, values, celebrates and makes the most of people’s individual differences - we are not only multinational but multicultural too. At Vodafone you will have access to our excellent flexible benefits programme that you would expect from any global company.
Vodafone is committed to making reasonable adjustments for all candidates considered to have a disability during the recruitment assessment process. Should you meet the minimum criteria for the role you are applying to, we will contact you to discuss the reasonable adjustments that you may need.
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