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Customer Onboarding Transformation Manager

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Job Description

  • Support in the creation of an Onboarding framework (initially for the Fleet proposition) taking a customer from a completed order form to live service

  • Apply innovative digital approaches to this Greenfield scenario

  • Delivering an Onboarding capability that is scalable and transferable to other product practices

  • Ensure high quality metrics are in place and that the processes are built for high speed of delivery, high repeatability, scalability and automation

  • Ensure effective collaborative working across relevant organisation functions in Vodafone and its partners to make sure the customer and business requirements are clearly understood, prioritised and documented

  • Working with our VOIS and Technology colleagues to deliver a "Digital first" approach to all standard framework propositions

  • Management of the VOIS Opex budget associated with the digital delivery of the proposition

  • Working as part of the wider Customer Success and Business operations teams to understand the needs of our customers, living and breathing a true customer focus

  • Analyse data sets to enable the business to understand the business benefits and opportunities for further improvements

  • Develop Business Process models where applicable

Candidate Description

  • Strong customer or programme delivery experience with an understanding of Agile/SAFe and Design Thinking methodologies

  • Proven experience in creating standard proposition frameworks across multiple solutions

  • Proven experience in applying Business Analysis techniques to drive a positive outcome (Including joint requirement planning and application development)

  • Strong process driven background with experience in large, multinational change programmes

  • Ability to influence positive change across multiple stakeholder groups

Employer Description

At Vodafone, we're working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it's our human spirit, together with technology, that empowers us to achieve this.

We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together.

With us, you can be truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference., Our purpose at Vodafone is to connect for a better future. At Vodafone Group, we partner with our local markets to drive consistency and earn customer loyalty across 20 countries for over 600 million customers. We are restless and passionate about creating a better future for all. We are always open to new things, and curious to create solutions that our customers will love. We are constantly learning to innovate the way we operate, set our global standards and to deliver on our strategy. Our ambition is to improve 1 billion lives and half our environmental impact by 2025. It's up to each of us to make this happen. Together we can.

Vodafone Business partners with large multi-national organisations, entrepreneurs and SME's to build brilliant experiences and solutions that our customers will love. We work hard to simplify their processes and ensuring that their business is built on firm connectivity foundations. We help our customers leverage technology to improve people's lives and to reduce their environmental impact. Across our global fixed and mobile networks, cloud-based hosting platforms, Internet of Things solutions, technical expertise and professional services offerings, we can connect global organisations in a rapidly changing world to ensure they stay agile and competitive - wherever in the world they do business. We get it done, together. We think big, take risks, keep the best and learn from the rest. Do you?

The Configuration and Onboarding team, as part of Customer Success and Business Operations department, is dedicated to the efficient onboarding of customers who purchase our standardised product offerings. This includes service onboarding, adaption and configuration of both services and physical products.