Process Improvement Sr. Specialist
About this role
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.
Role Purpose
Support delivery of process excellence initiatives by leading end-to-end diagnostics, process mapping, RCA, and implementation support for telecom business processes—helping improve operational efficiency, customer experience, and cost through Lean/Six Sigma and data-driven improvement, in alignment with Vodafone objectives and the Sr. Lead’s transformation agenda
Key Accountabilities & Decision Ownership
- Lead workstreams within process optimization projects: deliver assigned scope from discovery to implementation, ensuring alignment to priorities and measurable outcomes (supports execution of major optimization initiatives
- Run process diagnostics: capture VOC/pain points, map As-Is/To-Be, identify waste and bottlenecks, and recommend improvements
- Perform RCA and propose solutions: conduct 5-Why/Fishbone/Pareto and validate root causes using data/logs and operational evidence.
- Analytics & KPI management: build KPI baselines, benchmarking views, and tracking to monitor performance and confirm benefits
- Standardization and document: draft SOPs, controls, checklists, and process documentation; maintain version control and ensure repeatability
- Stakeholder engagement & workshops: facilitate process mapping/RCA/prioritization workshops and drive action closure across teams (supports cross-functional collaboration and influence
- Business case support: quantify benefits (time, cost, risk reduction, CX), support business case inputs and benefit tracking
- Change enablement support: prepare communication/training drafts and operational readiness packs for new processes
Core Competencies, Knowledge, and Experience
- Process mapping & redesign: E2E thinking, handoffs, controls
- Structured problem solving: CA, hypothesis testing, simplification of ambiguity)
- Analytical capability: trend analysis, KPI design, insights)
- Stakeholder management & facilitation: workshops, alignment, influence without authority
- Documentation & communication: SOPs, presentations, executive-ready updates
Must have technical / professional qualifications
- +3 years’ experience in process improvement / transformation / management consulting
- Strong communication and collaboration skills; able to engage cross-functionally
- Lean Six Sigma Green Belt
- Tools: Excel/PowerPoint; process mapping; reporting (Power BI is a plus)
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.
Company at a glance
VOIS (Vodafone Intelligent Solutions) is a strategic arm of Vodafone Group Plc, creating value for customers by delivering intelligent solutions through Talent, Technology & Transformation.
As the largest shared services organisation in the global telco industry, our portfolio of next-generation solutions and services are designed in partnership with customers across Vodafone Group, local markets, and partner markets to simplify and drive growth. We are pioneering a new Partnership model for the Telco industry, where the sharing of ideas, innovation, platforms and services will unlock opportunities for our people and value for our customers.
With our strategic partner Accenture, we work alongside our Vodafone customers, other Telco and tech companies to drive transformation, meet the challenges of our industry and ensure we stay relevant and resilient. This partnership is a unique, industry-first model which brings together the best of in-house and 3rd party capability.
We deliver value and results at scale by leveraging technology, data and our talented international team of 30K professionals in the following services:
Technology, Business, B2B, Corporate Services, Customer Care.
Our commercial model creates clear, benchmarked and competitively-priced services so that we can offer guaranteed outcomes for customers with flexibility and optionality.
Bringing together our combined strengths with our strategic partner Accenture our strategy is to:
Commercialise: Create cost transparency and foster trust and growth for our customers
Re-platform: To simplify, streamline and scale our business
Extend beyond our borders: deepening our relationships, growing our services and expanding our customer base across new customers & new geographies
We work with customers across 28 countries from 10 VOIS locations: Albania, Egypt, Hungary, India, Romania, Spain, Turkey, UK, Germany, Ireland, and with a network of teams in Czech Republic, Italy, Greece, and Portugal.
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