Digital Channel Expert

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.The Digital Channel Expert drives the optimization of Vodafone’s digital customer journeys and self-service solutions for the Business segment. Acting as the link between business stakeholders and delivery teams, this role translates business needs into clear requirements, user stories, and digital improvements. Combining strong analytical skills with a customer-centric mindset, the expert ensures the successful delivery of high-value digital initiatives. The role focuses on enhancing customer experience, increasing digital adoption, and delivering measurable business outcomes.

What you’ll do

• Analyze business needs, customer feedback and performance data to identify improvement opportunities across digital channels;
• Gather, document and validate business and functional requirements with stakeholders;
• Translate business requirements into user stories, process flows, use cases and functional specifications;
• Define acceptance criteria and support testing activities to ensure solutions meet business expectations;
• Collaborate with Product Owners to refine and prioritize backlog items;
• Work closely with UX, development and architecture teams to ensure requirements are clearly understood and implemented;
• Support the design and optimization of customer journeys and self-service experiences;
• Analyze digital channel performance and customer behavior data to identify trends and improvement opportunities;
• Identify dependencies, risks and impacts across systems and processes;
• Ensure alignment between business objectives and customer needs;
• Support sprint planning, backlog refinement, testing and release activities;
• Capture, analyze and document business requirements;
• Ensure requirements are complete, consistent and aligned with business objectives;
• Support prioritization of initiatives based on customer and business value;
• Validate delivered solutions against agreed requirements;
• Monitor business outcomes and identify optimization opportunities;
• Facilitate communication between business and technical teams;
• Support delivery of digital initiatives within agreed timelines and scope;
• Promote data-driven decision making across digital channels.

Who you are

• Bachelor's or Master's Degree in Management, Business Administration, Economics, Computer Science, Information Systems or related field;
• Strong analytical and problem-solving skills;
• Ability to understand complex business processes and translate them into digital solutions;
• Excellent stakeholder management and communication skills;
• Strong attention to detail and documentation capabilities;
• Customer-centric mindset with focus on digital experience optimization;
• Strong organizational and prioritization skills;
• Data-driven approach to decision making;
• Understanding of Agile methodologies;
• Ability to manage multiple initiatives in a fast-paced environment;
• Proactive attitude and continuous improvement mindset;
• Minimum 2-4 years of experience in Business Analysis, Digital Channels, Product Management, or similar roles;
• Experience gathering and documenting business and functional requirements;
• Strong understanding of digital customer journeys and self-service platforms;
• Knowledge of digital channels and customer experience principles;
• Nice to have: familiarity with Jira, Confluence, Figma, Adobe Analytics, Google Analytics or similar tools;
• Knowledge of Telco industry is a plus;
• Proficiency 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, Skillsoft and Speexx);
• 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.