Process Designer

## 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. ## What you’ll do Contribute to defining and implementing process improvement initiatives that increase service quality, operational efficiency, and customer experience consistency across channels. Identify root causes behind quality or efficiency gaps and lead cross-functional projects to design and implement effective improvement solutions. Work closely with operational teams from customer care and retail to understand current processes, pain points, and opportunities for simplification or redesign. Ensure processes and procedures are aligned and consistent across customer interaction channels, supporting a seamless customer experience. Monitor complaint drivers, customer contact reasons, and key operational indicators to identify priorities and propose improvement actions. Translate business needs into automation solutions by documenting end-to-end processes, defining RPA requirements, preparing testing scenarios, and supporting solution validation and deployment readiness. Explore and leverage AI/GenAI technologies to identify new automation opportunities, working closely with the Automation Squad to design and implement intelligent solutions that improve efficiency and customer experience. Collaborate with teams involved in automated services, customer experience, marketing, operational management, and training to identify and implement process optimization opportunities. Build business cases for improvement initiatives, highlighting expected benefits, impact, costs, and measurable outcomes. Track project progress, monitor results against agreed objectives, and provide clear updates to management and relevant stakeholders. Prepare project status reports, impact analyses, prioritised project lists, feedback documents, and presentations with recommendations for further action. ## Who you are You have experience in cross-functional project management, process design, or process improvement. You understand how operational processes impact customer experience and are motivated to simplify, improve, and automate them. You are comfortable working with multiple stakeholders across departments and can align different perspectives into practical solutions. You have strong analytical skills and can interpret data, operational indicators, complaint volumes, and customer contact drivers to identify improvement opportunities. You are able to build cost-benefit analyses and understand the basics of CAPEX/OPEX discussions. You are proactive, organised, and able to manage priorities, timelines, dependencies, and potential risks. You communicate clearly and confidently, including through presentations, project updates, and stakeholder discussions. You have good planning, prioritisation, negotiation, and problem-solving skills. You are curious about automation, AI, and GenAI, and eager to explore how technology can support smarter, more efficient ways of working. You have good MS Office skills; MS Project knowledge and presentation skills are an advantage. You have higher education studies and at least 1 year of experience in project management, process design, or process improvement. ## 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 working regime 2 days from the office, 3 days remote * Special discounts for Vodafone employees, Friends & Family offers * Demo phone subscription - unlimited (voice and data) + voucher for a new phone * Medical subscription to a top private clinic & other medical benefits; * Life insurance & Insurance for hospitalization and surgical interventions; * Annual voucher for eyeglasses settlement; * Flexible benefits package through MyBenefits.ro, covering multiple lifestyle needs * Bookster subscription; * Preferential subscriptions to gyms * Participation in development programs and challenging projects in the leadership area; * Access to internal Wellbeing & Recognition events; * Learning Fridays dedicated to continuous development * Vodafone Spirit Day – celebrating our culture and connections ## 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. *Internal candidates must always inform their current Line Manager when applying for a new position, and must have at least 12 months of tenure in their current role before applying.