Spec Business Transformation&Digital

Job Description

Role Purpose

The Specialist Business Transformation and Digital business analyst acts as the strategic and operational bridge between COPS teams and Technology
The role drives innovation, platform optimization, and digital transformation across Vodacom’s ecosystem by enabling functional teams, supporting solution design, coordinating business analysis with Technology, and ensuring the stability, performance, and continuous improvement of digital channels such as:

Chatbot & Conversational AI, Mobile Apps, XNPS, AI & GenAI initiatives (LLM, IDP, AI Agents)
The specialist provides non-technical teams with technical clarity, ensures Technology receives well-structured business requirements, and drives the governance of digital and AI transformation initiatives across COPS. Key Accountabilities

Platform Innovation, Enablement & Optimization

• Drive digital innovation initiatives and identify opportunities to improve TOBI, OneApp, XNPS, and other digital platforms.
• Enable CXP teams by translating business needs into structured requirements and functional specifications.
• Support Technology in feasibility assessment, solution design, and integration considerations.
• Recommend digital enhancements based on customer data, journey insights, and market best practices.
• Support the optimization of customer journeys, menu structures, chatbot intents, and app workflows.

B. Digital Transformation Governance (AI, LLMs, IDP & Automation)

• Lead governance for digital and AI transformation across COPS, including:
• Conversational AI/TOBI governance (intent quality, training data, model updates)
• Intelligent Document Processing (IDP)
• LLM and GenAI use-cases for customer engagement & automation
• AI Agents and Assistants for customer journeys
• Ensure alignment with Vodacom’s AI strategy, data privacy, and security policies.
• Support Technology & Digital teams with evaluation of new AI capabilities and innovation opportunities.
• Assess risks, benefits, and feasibility of proposed AI-driven solutions.

C. Bridge Between CXP and Technology (Non-Technical → Technical Translation)

• Act as the mediator between non-technical CXP teams and Technology departments.
• Translate abstract business needs into clear, structured, actionable requirements.
• Provide Technology with functional clarity to enable accurate implementation.
• Provide CxP with technical explanations in simple language to ease understanding.
• Ensure alignment between COPS requirements and Technology’s delivery capabilities.

D. Digital Delivery Support & Stakeholder Coordination

• Coordinate digital and transformation initiatives end-to-end:
• Ensure quality of deliverables by reviewing user flows, prototypes, and technical proposals.
• Maintain continuous communication between COPS business units, Digital teams, and Technology squads.
• Track delivery progress, dependencies, and risks for all digital initiatives.

JOB KNOWLEDGE

• Digital platforms & customer experience technologies
• Conversational AI, NLP, LLMs, Chatbots
• Mobile app and web self-service architecture (high-level)
• AI/GenAI concepts, IDP, automation enablers
• Business Analysis methodologies (requirements, UAT, documentation)

Agile & Scrum delivery

• Customer experience processes and journeys
• Basic understanding of API, integrations, and digital workflows

JOB RELATED SKILLS

• Strong communication & translation skills (technical ↔ non-technical)
• Excellent documentation and requirement engineering
• Problem-solving and analytical mindset
• Stakeholder management & cross-functional coordination
• Understanding of digital product lifecycle
• Ability to manage multiple digital initiatives simultaneously
• Clear presentation skills for governance and leadership updates
• Ability to simplify complexity for business teams
• Strong organizational skills and attention to detail

Qualification & Experience

• 3–5 years in Business Analysis, Digital Operations, CX, or Transformation roles
• Experience working with Digital Platforms (apps, chatbots, web portals, USSD)
• Exposure to AI/automation, IDP, or GenAI projects (advantage)
• Experience coordinating with Technology teams (essential)
• Telecom industry experiences desirable