Digital Channel Expert
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.
This role will be responsible for redesigning and optimizing the TOBi journeys — Vodafone’s digital assistant — across voice, web, app, and WhatsApp channels.
The objective is to enhance the customer experience and improve operational efficiency, while initiating the first steps in Agentic AI within the TOBi ecosystem.
What you’ll do
- Redesign flows and processes (To‑Be) using Lean, Six Sigma, BPMN, or Design Thinking methodologies;
- Define and monitor OKRs, business cases, and performance KPIs for digital initiatives;
- Work in agile, multidisciplinary squads, acting as the bridge between business and technology;
- Support the integration of generative AI and agentification capabilities.
Who you are
- Relevant Bachelor or Master DegreeExperience in consulting or digital product management, preferably within large-scale organizations;
- Knowledge of Customer Care or Telco processes (preferred);
- Proven track record in transformation or automation projects;
- Ability to define and translate business requirements into technical solutions;
- Knowledge and experience with Lean / Six Sigma / BPMN (certification is a plus);
- Understanding of AI solutions involving LLMs and Agentification;
- Previous hands‑on development in these areas is valued;
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Strong analytical skills, a structured approach to solving complex problems, and results orientation;
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Hands‑on and collaborative mindset, comfortable working in agile and fast‑changing environments;
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Clear and effective communication with both technical and business stakeholders;
- Fluency in Portuguese and English.
Not a perfect fit?
Worried that you don’t meet all the desired criteria exactly? At Vodafone we are passionate about empowering people and creating a workplace where everyone can thrive, whatever their personal or professional background. If you’re excited about this role but your experience doesn’t align exactly with every part of the job description, we encourage you to still apply as you may be the right candidate for this role or another opportunity.
What's in it for you
- Hybrid Work Model - Flexible hybrid work model with 8-10 in-office days per month, managed by team leaders;
- Vodafone Products and Services - Employees get a mobile phone, free communication plan, data card, and various discounts on services and products;
- Recognition - Recognition programs for innovative, creative, high-potential employees and exemplary behaviors;
- Health and Well-being - Well-being Program offers nutrition and psychological consultations, webinars, workshops, and discounts on various services and products;
- Learning - Access to Communities of Practice and a customizable digital training platform with high-quality content (namely Harvard Business Publishing, Skillsoft and Speexx);
- Local and International Mobility - Internal recruitment with local and international rotation opportunities across departments and roles.
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.