VodafoneThree - Test Manager - Frontline & Customer Journeys

Location: Stoke on Trent + (*Hybrid Working)
Salary: Excellent basic salary plus bonus and Vodafone benefits
Working hours:  Full time 37.5 hours per week – Mon to Fri 

*Hybrid

We believe that through collaboration and connection with our colleagues we can achieve great things. Our hybrid working approach allows our people to work both in the office and at home, providing the flexibility and resources you need to succeed in your role. We don't require you to be in on specific days; instead, we ask people to come into the office 2-3 days each week, for at least 8 days per month. You should work with your line manager to understand what their expectations are for you, your specific role and your team.

Who We Are

We’re here to build a network the UK can count on – one that connects people, places and potential. Because no matter where you live, what your background is, or how you get online – we think everyone deserves the same chance to stay connected, and with VodafoneThree, that future’s being built – today.

We’re creating more than the UK’s best network. We’re helping close the digital divide, empower communities and drive meaningful progress.

We believe that everyone should feel they belong. Whoever you are and whatever your story, there’s space for you here. We’re building a workplace where different perspectives are welcomed, voices are heard, and everyone feels safe to show up as themselves.

You’ll join a team that genuinely cares – about each other, about our customers, and about the future we’re building. From day one, you’ll be welcomed, valued and encouraged to bring your whole self to work.



Why VodafoneThree

Join us and you’ll be at the heart of change. That means building responsibly, investing sustainably and creating opportunities that last.

We’re not just expanding connectivity; we’re reimagining what a connected nation looks like. With £11bn invested in 5G and digital infrastructure, your work will directly power businesses, services, and communities across the country.

You’ll work on real challenges, with real impact, across every corner of the country. Wherever you join us, whatever your role, you’ll be helping to build a future that works better for everyone.

We move at pace, because what we’re building matters – and we’re learning as we go. We’re proud of the progress we’ve made, but we’re just getting started.

Be a part of VodafoneThree Consumer Operations, where delivering exceptional customer experiences is at the heart of everything we do. From supporting our customers across multiple sales and care channels to driving operational excellence and digital transformation, we work to enhance every interaction. This is where innovation meets service, and where your impact can make a real difference.

What you’ll do

This role sits right at the heart of Channel Operations within our Consumer Operations function. We’re genuinely passionate about delivering a #1 Customer Experience — for our frontline teams and for our end customers.

You’ll play a key part in protecting that experience across Vodafone and Three’s assisted channels, making sure every journey works exactly as it should before, during and after deployment. Based in our Stoke Test Lab, you’ll lead both our in house and offshore testing teams, acting as the first line of defence against issues that could cause friction or impact customer or agent experience.

• Lead the Assisted Channels Test & Customer Journey test team to check and validate agent, user and customer journeys across both brands, making sure everything performs perfectly across User Acceptance Testing (UAT) , Design Verification Tesing (DVT), Customer Journey Testing (CJT) and daily sanity testing.
• Own the full testing cycle end to end — checking both happy and unhappy paths so we protect customer experience and keep operations running smoothly.
• Manage our offshore testing partners and external suppliers, ensuring clear plans, strong prioritisation and high quality delivery against agreed SLAs.
• Plan and balance test capacity based on roadmap demand, deployment timings and incident priorities.
• Monitor and report defects clearly and consistently, keeping stakeholders updated and helping drive fast, effective resolutions.
• Make sure all test outputs are reliable, repeatable and well documented, supporting predictable, high quality releases.
• Take ownership of budgeting and cross charging for capitalised overheads, supplier spend and POs — ensuring everything is accurate and compliant.
• Act as an early warning system for potential channel friction, raising risks quickly and working closely with product, IT and operations teams to prevent issues before they land.
• Drive continuous improvement across our testing frameworks, tooling and processes to improve speed, quality and consistency.
• Build a culture of quality, accountability and customer obsession within the Test & CJT team.

Who you are  

• You have strong experience testing assisted channel journeys in a large scale operational or telco environment.
• You’ve led both technical and non technical teams, including offshore resources and suppliers.
• You’re confident with UAT, DVT, CJT and regression testing methodologies.
• You’re experienced in managing suppliers, commercial agreements and purchase orders.
• You bring excellent analytical and problem solving skills, with the ability to spot trends, understand defects and get to root causes.
• You’re used to working in fast paced change environments with multiple brands, roadmaps and dependencies.
• You’re a strong communicator who can translate technical issues into clear business impacts.
• You understand assisted channel technologies, operational processes and the needs of frontline teams.

Worried that you don’t meet all the desired criteria exactly? 

We know that everyone is unique, with multiple aspects to their identity and different experiences behind them. We are passionate about Inclusion for All 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 apply as you may be the right candidate for this role or another role, and our recruitment team can help you see how your skills fit in.

What we offer

We care about our people’s success by offering great pay, bonuses, up to 28 days off plus bank holidays, and paid time for charity work. You can personalise our benefits for you and your family, like discounts, vouchers, a pension plan and loads more. We help with your career through our amazing learning tools and top-notch parental leave policies.



Need to Know

We are regulated by the Financial Conduct Authority and all offers of employment for this role are subject to background checks, including criminal (DBS) and financial checks to meet the regulators standards.

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, a sign language interpreter, or assistive technology, please refer to the Accessibility section of our Careers website (https://careers.vodafone.com/uk/applying-to-us/) for guidance.

We use AI in different parts of our business to boost innovation, improve efficiency, and create new opportunities. We know many candidates use AI to fine-tune their CVs or prepare for interviews, but what we really care about is your unique experiences and achievements.

During the interview, we want you to rely on your own knowledge and skills to show us who you really are—your personality, creativity, and abilities. Above all, we’re looking for authenticity and can’t wait to get to know the real you.

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