Business Transformation Specialist

Job Description

Join Us

At Vodafone, we’re not just shaping the future of connectivity for our customers – we’re shaping the future for everyone who joins our team. When you work with us, you’re part of a global mission to connect people, solve complex challenges, and create a sustainable and more inclusive world. If you want to grow your career whilst finding the perfect balance between work and life, Vodafone offers the opportunities to help you belong and make a real impact.

Act as a business transformation and process redesign specialist, with a strong focus on channels, end‑to‑end journeys, and operational efficiency. The role emphasizes outcome‑driven transformation, scalable operating models, and business impact, rather than feature‑level product ownership.

What you’ll do

Strategic Business Analysis & Process Redesign

• Lead Design Thinking–driven discovery initiatives focused on processes and channels, including:

• user and stakeholder research
• end‑to‑end journey mapping and service blueprinting
• problem framing oriented to efficiency, experience, and value creation
• ideation, prototyping, and validation of new operating models
• Translate business and channel strategy into clear, measurable, and ambitious OKRs, aligned with corporate and operational objectives.
• Identify opportunities for process simplification, automation, and standardization, supporting structural and long‑term transformation decisions.

Business, Process & Technology Translation

• Define epics, capabilities, features, and user stories, ensuring consistency with process design and clear acceptance criteria (BDD/Gherkin where applicable).
• Model and document AS‑IS and TO‑BE processes, business rules, and non‑functional requirements (security, privacy, performance, scalability).
• Act as a convergence point between business, operations, design, engineering, and data, reducing ambiguity, misalignment, and rework.
• Ensure technology solutions are designed to enable the target operating model, rather than shaping processes around system constraints.

Stakeholder Management & Influence

• Facilitate structured workshops such as:
• process and channel focused ideation
• story mapping and service blueprinting
• risk mapping and operational impact analysis
• Manage expectations and communication with sponsors, operations, product, engineering, CX/UX, data, platform teams, and external partners.
• Lead change management initiatives, ensuring effective adoption of new processes, ways of working, and solutions.

Advanced Requirements & Performance Governance

• Define, track, and evolve operational and experience KPIs, including:
• channel/process adoption
• NPS / CSAT
• cycle time, lead time, AHT
• Retention success

Orchestrate dependencies across squads, tribes, and platform, data, security, and operations teams, ensuring true end‑to‑end flow.

• Ensure consistency of requirements, metrics, and outcomes across multiple channels and value streams.

Decision‑Making Support & Analytics

• Define North Star Metrics and build outcome focused dashboards using Looker, centered on business impact and process efficiency.
• Design, monitor, and interpret experiments and pilots (A/B tests, operational pilots, smoke tests) to validate transformation hypotheses.
• Connect qualitative insights (research, operational feedback) with quantitative data (analytics, channel performance) to inform prioritization and strategic decisions.

Informal Leadership & Mentorship

• Act as a reference point for business analysis, process design, and transformation best practices.
• Support team maturity in outcome orientation, systems thinking, and continuous improvement.
• Influence without formal authority, fostering cross‑functional alignment and accountability.

Who you are

• Bachelor’s degree in business, Engineering, or a related field;
• End‑to‑end Design Thinking applied to services, processes, and channels.
• Backlog management and user story writing with clear, process‑driven acceptance criteria.
• Process modeling (BPMN), business rules definition, and basic UML (use cases, sequence diagrams).
• Knowledge of operational and channel metrics (AARRR, North Star, churn, efficiency, throughput).
• Data analysis: basic to intermediate SQL, analytical exploration in Excel, dashboard creation and interpretation in Looker
• Functional understanding of integrations, APIs, microservices, and event‑driven architectures.
• Tools: Jira, Confluence, Miro/FigJam, Figma (read‑only), Looker, Git (spec review).
• Fluency in English and Portuguese.

Not a perfect fit?

Worried that you don’t meet all the desired criteria exactly? At Vodafone we are passionate about empowering people 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 still apply as you may be the right candidate for this role or another opportunity.

What's in it for you

• Hybrid Work Model - Flexible hybrid work model with 8-10 in-office days per month, managed by team leaders
• Vodafone Products and Services - Employees get a mobile phone, free communication plan, data card, and various discounts on services and products
• Recognition - Recognition programs for innovative, creative, high-potential employees and exemplary behaviors
• Health and Well-being - Well-being Program offers nutrition and psychological consultations, webinars, workshops, and discounts on various services and products
• Learning - Access to Communities of Practice and a customizable digital training platform with high-quality content (namely Harvard Business Publishing and Skillsoft)
• Local and International Mobility - Internal recruitment with local and international rotation opportunities across departments and roles

Who we are

We are a leading international Telco, serving millions of customers. At Vodafone, we believe that connectivity is a force for good. If we use it for the things that really matter, it can improve people's lives and the world around us. Through our technology we empower people, connecting everyone regardless of who they are or where they live and we protect the planet, whilst helping our customers do the same.

Belonging at Vodafone isn't a concept; it's lived, breathed, and cultivated through everything we do. You'll be part of a global and diverse community, with many different minds, abilities, backgrounds and cultures. ;We're committed to increase diversity, ensure equal representation, and make Vodafone a place everyone feels safe, valued and included.

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, please refer to https://careers.vodafone.com/application-adjustments/ for guidance.

Together we can.