Customer Experience & Innovation Specialist

Vodafone Group Plc; Johannesburg; Vor Ort; ZAR 480.000 - 720.000; Vollzeit

Benefits dieser Stelle

Retirement funds

Medical aid benefits

Staff discounts

Cell phone and data benefits

Zusammenfassung

Vodacom is seeking a skilled Business Improvement Specialist to join the Mass and Multi-channel Support Management team at Vodacom Campus Midrand. You will identify, validate, design and track delivery of improvement initiatives to support the Ask Once strategy.

Responsibilities include documenting business requirements, evaluating and testing solutions, coordinating UAT, and ensuring smooth handover to operations.

Qualifikationen

• Matric (Essential).
• 3-year diploma/degree in Project Management, Business Analysis or relevant field.
• Agile or Scrum certification (preferred).
• 3-5 years’ experience in Contact Centre/Back Office or similar environment.

Aufgaben

• Identify, validate, design, facilitate implementation and track improvement initiatives.
• Document, manage and maintain business requirements for Customer Operations, Digital and Technology.
• Evaluate, test and implement solutions to enhance customer experience and efficiency.
• Coordinate readiness, UAT and deployment for new products and processes.
• Monitor post-implementation performance and drive issue resolution.

Kenntnisse

Business analysis

Stakeholder management

Agile / Scrum

Process improvement

Documentation

Testing / UAT

Vendor management

Communication

Ausbildung

Diploma/degree in Project Management or Business Analysis

Jobbeschreibung

Vodacom is seeking a skilled Business Improvement Specialist to join the Mass and Multi-channel Support Management team at Vodacom Campus Midrand. You will identify, validate, design and track delivery of improvement initiatives to support the Ask Once strategy.

Responsibilities include documenting business requirements, evaluating and testing solutions, coordinating UAT, and ensuring smooth handover to operations.