Customer Services & Operations - Change Lead

Posting Country:  United Kingdom

Date Posted:  17-Jan-2022

Full Time / Part Time:  Full Time

Contract Type:  Permanent

At Vodafone, we’re working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it's our human spirit, together with technology, that empowers us to achieve this. 

We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together.

With us, you can be truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.

Customer Services & Operations - Change Lead

Location:  Blended Working  - Home / Contact Centre 
Salary:  Competitive Salary
Hours:  37.5 Weekly

At Vodafone UK, we communicate with our customers in a way that works for them. You’ll connect with a vibrant, ambitious culture with a strong focus on customer experience innovation. 

What will you be doing?   
The CS&O Change Lead will help lead, define, shape & plan change Projects and Programmes focused on CS&O and ensure appropriate governance for Estate Change activity.  Working alongside the Senior Leadership team and colleagues across the function and the wider business to prioritise and deliver the change agenda either directly or via virtual teams. 

The Strategy & Portfolio Management team is responsible for identifying and carrying out strategic transformational change, delivering communication and engagement, partner management and central change governance across the CS&O function. The Estate & Change team specifically focusses on the delivery of Estate and Transformational change across CS&O.  Helping to define the strategy and driving the delivery of transformational change across the operation, the CS&O Change Lead is both a critical and varied role. 

Who are we looking for?  
Working with a wide range of stakeholders; from frontline teams to product marketing, Technology & third party suppliers, strong stakeholder management skills, along with a strong project, programme and portfolio management discipline and ability to build relationships with senior stakeholders are essential for success in this role.
You will need to have proven Team Management experience and project management skills, along with significant experience of delivering large scale, transformational change projects and programmes from conception to completion.

Role Accountabilities;

• Lead the design, delivery and prioritisation of change (& Estate focused) projects and programmes across CS&O
• Provide Estates expertise and support in change projects
• Define and drive transformational improvements in customer experience & business performance, using accepted programme management methodologies;
• Proactive communication, influencing and management of senior stakeholders
• Identify & manage risks, issues & dependencies, proactively intervening to remove barriers to change;
• Influence & engage all key stakeholders, with clear communication to support business transformation & ensure engagement

What’s in it for you? 
An excellent remuneration and bonus package with 28 days holiday entitlement and paid leave for charity projects. We offer an extensive and flexible benefits package that can be tailored to suit you and your family. From our market-leading parental leave policies through to employee discounts, retail vouchers, pension plan and share schemes we are committed to supporting you throughout your career with Vodafone.  

Vodafone UK 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. 

Together we can 

Vodafone is committed to attracting, developing and retaining the very best people by offering a motivating and inclusive workplace in which talent is truly recognised and rewarded. We are committed to promoting Inclusion for All with the belief that diversity plays an important role in the success of our business. We actively encourage everyone to consider becoming a part of our journey.