Process Improvement Senior Specialist

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.

Role purpose

Support delivery of process excellence initiatives by leading end-to-end diagnostics, process mapping, root cause analysis, and implementation support for telecom business processes—helping improve operational efficiency, customer experience, and cost through Lean Six Sigma and data-driven improvement, in alignment with Vodafone objectives and the senior lead’s transformation agenda.

Key accountabilities & decision ownership

• Lead workstreams within process optimization projects: deliver assigned scope from discovery to implementation, ensuring alignment to priorities and measurable outcomes (supports execution of major optimization initiatives).
• Run process diagnostics: capture voice of the customer and pain points, map As-Is/To-Be, identify waste and bottlenecks, and recommend improvements.
• Perform root cause analysis and propose solutions: conduct 5-Why, Fishbone, Pareto analyses and validate root causes using data, logs, and operational evidence.
• Analytics and KPI management: build KPI baselines, benchmarking views, and tracking to monitor performance and confirm benefits.
• Standardization and documentation: draft standard operating procedures, controls, checklists, and process documentation; maintain version control and ensure repeatability.
• Stakeholder engagement and workshops: facilitate process mapping, root cause analysis, and prioritization workshops and drive action closure across teams (supports cross-functional collaboration and influence).
• Business case support: quantify benefits (time, cost, risk reduction, customer experience), support business case inputs and benefit tracking.
• Change enablement support: prepare communication and training drafts and operational readiness packs for new processes.

Core competencies, knowledge, and experience

• Process mapping and redesign: end-to-end thinking, handoffs, controls.
• Structured problem solving: corrective action, hypothesis testing, simplification of ambiguity.
• Analytical capability: trend analysis, KPI design, insights.
• Stakeholder management and facilitation: workshops, alignment, influence without authority.
• Documentation and communication: standard operating procedures, presentations, executive-ready updates.

Must have technical and professional qualifications

• More than 3 years’ experience in process improvement, transformation, or management consulting.
• Strong communication and collaboration skills; able to engage cross-functionally.
• Lean Six Sigma Green Belt.
• Tools: Excel, PowerPoint; process mapping; reporting (Power BI is a plus).

Who we are

We are a leading international telecommunications company, 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 increasing diversity, ensuring equal representation, and making Vodafone a place everyone feels safe, valued, and included.