Job Description

When it comes to putting people first, we're number 1.
The number 1 Top Employer in South Africa.
Certified by the Top Employer Institute 2025.
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 & Improvement
• Continuous monitoring of performance of automation against Key Performance Indicators and other efficiency metrics
• Use these insights to inform design improvements
• Automation strategy alignment
• Ensure 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, backlogs
• Execute automation strategy and obtain organizational buy-in
• Drive delivery of automated processes and journeys

The ideal candidate for this role will have:

• Matric / Grade 12 essential plus applicable
• Bachelor's degree from a recognised tertiary institution tertiary preferably in related field
• Diploma in business analysis
• A total of at least three years plus working experience in business analysis
• A total of at least three to five years plus working experience within the technology or automation industry
• Proven experience in digital product development or innovation roles
• Experience in designing and delivering complex digital capabilities
• Experience working with agile methodologies, such as Scrum, Kanban, XP, TDD, and BDD
• JIRA/Confluence, or equivalent experience preferred
• Familiarity with SAFe and LEAN methodologies within a corporate environment
• Agile methodology implementation
• 3+ 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 roles
• Ability to translate business needs into innovative digital solutions
• Creative and analytical skills
• Commercial and business understanding of the broader telecommunications industry
• Dynamic personality and the ability to think outside the box
• Excellent communication skills-written and oral
• Excellent organisation and facilitation skills
• Excellent team-working, interpersonal skills
• Leadership skills- Strategic thinker, people management
• Management skills- Organizational, time management, delivery, and planning management
• Strong conflict management skills
• Experience in Robotics Process Automation and or Chatbot design

We make an impact by offering:

• Enticing incentive programs and competitive benefit packages
• Retirement funds, risk benefits, and medical aid benefits
• Cell 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.
Commitment from Vodacom
Vodacom is committed to attracting, developing and retaining the very best people by offering a flexible, motivating and inclusive workplace in which talent is truly recognized, developed and rewarded. We believe that diversity plays an important role in the success of our business and we are committed to creating an inclusive work environment which respects, values, celebrates and makes the most of people's individual differences - we are not only multinational but multicultural too. At Vodacom you will have access to our excellent flexible benefits programme that you would expect from any global company.