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Role Purpose/Business Unit:

 

The Digital Tribe team is responsible for designing and deploying digitized and automated business processes across all of Vodacom's Customer Operations channels. This forms part of the customer facing self service chatbot; Internal chatbot and Robotics Process Automation squad.The purpose of the role is to ensure that through automation, Vodacom delivers an unmatched customer experience, reduces the cost of service, reduces churn, and drives revenue across multiple lines of business.This role requires experience with automation tools and methodologies, working in an agile, collaborative team, and working with other Vodafone operating companies to align, comply, and implement automation initiatives.The ideal candidate will have a passion for driving innovation, proactively identifying opportunities to reimagine existing processes, introduce creative automation solutions, and contribute fresh ideas that challenge the status quo.The role requires a forward-thinking mindset, with the ability to analyse complex problems and develop innovative, scalable solutions that enhance and transform digital customer experience and operational efficiency.This role is core to delivering exceptional customer experience across our lines of business and will have a direct influence on headline Key Performance Indicators and efficiency metrics.Your responsibilities will include:

 

Identify emerging technologies and trends to inform and transform digital customer experience.Follow the preferred / prescribed design approach and guidelines for journeys and process across all lines of business.Enhance and document current automation guidelines and ensure governance.Collaborate across multiple squads in and outside of Digital Tribe and Customer Operations.Seek new and innovative opportunities and deliver thereon. Understand our customers’ needs through interviews and other research techniques.Use these insights to validate concepts and inform design decisions.Performance Tracking & ImprovementContinuous monitoring of performance of automation against Key Performance Indicators and other efficiency metricsUse these insights to inform design improvementsAutomation strategy alignmentEnsure alignment to the Vodafone and Vodacom strategies, plan and create a squad and or tribe strategy that contributes to the group strategy.Identify, analyse, and prioritise epics, features, use cases, user stories, backlogsExecute automation strategy and obtain organizational buy-inDrive delivery of automated processes and journeys

 

The ideal candidate for this role will have:

 

Matric / Grade 12 essential plus applicableBachelor’s degree from a recognised tertiary institution tertiary preferably in related fieldDiploma in business analysisA total of at least three years plus working experience in business analysisA total of at least three to five years plus working experience within the technology or automation industryProven experience in digital product development or innovation rolesExperience in designing and delivering complex digital capabilitiesExperience working with agile methodologies, such as Scrum, Kanban, XP, TDD, and BDDJIRA/Confluence, or equivalent experience preferredFamiliarity with SAFe and LEAN methodologies within a corporate environmentAgile methodology implementation3+ years’ experience with all aspects of technology projects from business analysis, architectures, system analysis and design through development, testing, implementation, and production support (SDLC) (advantageous)Core competencies, knowledge, and experience:

 

Proven experience in digital product development or innovation rolesAbility to translate business needs into innovative digital solutionsCreative and analytical skillsCommercial and business understanding of the broader telecommunications industryDynamic personality and the ability to think outside the boxExcellent communication skills-written and oralExcellent organisation and facilitation skillsExcellent team-working, interpersonal skillsLeadership skills- Strategic thinker, people managementManagement skills- Organizational, time management, delivery, and planning managementStrong conflict management skillsExperience in Robotics Process Automation and or Chatbot designWe make an impact by offering:

 

Enticing incentive programs and competitive benefit packagesRetirement funds, risk benefits, and medical aid benefitsCell phone and data benefits, advantages fibre connection discounts, and exclusive staff discounts offered in collaboration with partner companies

 

 

Closing date for Applications: 22 August 2025 

 

The base location for this role is Cape Town 

 

The company's approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.
Vodacom is committed to an organisational culture that recognises, appreciates, and values diversity & inclusion.