VodafoneThree - Operational Improvement Senior Specialist

Working hours: Full time 37.5 hours per week - Monday to Friday Join a team at the heart of Consumer Operations, where you'll help shape and deliver improvements that make life easier for frontline teams and create better experiences for customers. You'll take ideas from concept through to implementation, leading changes to systems, processes and technology that improve efficiency, quality and customer outcomes. You will: Identify opportunities to improve customer and user experiences through frontline feedback, stakeholder insights, performance data and process reviews. Lead and deliver technology, system and process improvements from initial idea through to deployment and post-implementation review. Manage projects and change initiatives, ensuring they meet compliance, risk and regulatory requirements. Collaborate with teams across Operations, Technology, Legal, Privacy, Compliance, Risk and external partners to deliver impactful solutions. Act as a subject matter expert for Consumer Operations, helping shape large-scale projects and ensuring frontline and customer impacts are understood. Drive improvement workstreams, technical deliveries and issue resolution activities that enhance operational performance. Define process, procedure and system changes needed to support successful launches and business improvements. Develop business cases, stakeholder updates, briefing materials and governance presentations to support decision-making. Plan training and communication activities that help frontline teams confidently adopt new ways of working. Research and introduce industry best practices that help create simpler, more effective customer journeys. Experience working in customer-facing, partner-facing or operational environments. Understanding of sales, service or care channels and the challenges faced by frontline teams. Strong project management, planning and organisational skills. Ability to simplify complex or technical concepts and communicate them clearly to different audiences. Experience building positive relationships and collaborating across multiple teams and stakeholders. A problem-solving mindset with the ability to think creatively and identify practical solutions. Strong communication, influencing and stakeholder management skills. Confidence working in a fast-paced environment while balancing multiple priorities. Excellent attention to detail and the ability to make informed, balanced decisions. Proficiency with Microsoft Office, particularly Excel, PowerPoint and Outlook. Self-motivation, strong time management skills and a proactive approach to continuous improvement. A collaborative team player who can also provide leadership and direction when required. Knowledge of frontline systems, operational processes or customer journeys would be advantageous.