Job Description

Role purpose This is a change project manager managing a business change end-to end. The objective of this role is to manage bulk changes to Vodafone Business customers so that these customers are ready to move to a new billing system. Vodafone Business customers have been set up on a legacy billing system, using structures and products supported by that platform. The responsibility of this role will be to get these customers ready, by getting Vodafone teams to make necessary changes, following a project lifecycle. There will be multiple blockers that will affect different groups of customers, the role holder will manage the changes through the project life cycle for. Typical project lifecycle: Analysis of what\'s wrong, this is a list of blockers across multiple customers. Identifying any potential commercial or churn risks. Exploration: Discussing with subject matter experts on how a blocker can be operationally fixed Agreeing the data format and customer selection of all customers with a blocker Creating a customer comms campaign with the Customer Value Management CVM teams that explains what will change for the customer and arranging the appropriate sign-offs (Brand and Legal) with the CVM team. Sharing the change with the front-line customer teams and forecasting any customer calls that may result into these operational teams After the appropriate notice period, arrange with the operation/subject matter teams to get the changes made as discovered during the exploration phase. Confirm with data insight teams that the changes have been made and the customers are compliant. Use initiative to resolve issues that arise from making the changes (i.e. being a single point of contacts for the operational teams The role holder is responsible for the project end to end, making changes across thousands of customers. There will be multiple blockers that will each need to managed through the lifecycle. A typical project could look like: identify 10 blockers that affects 300 customers with 1000 connections. The outcome managed by the role holder would get the changes completed across all 300 customers, in a compliant way (i.e. they were informed correctly, legal and brand agreed with how we told them and operations were able to make the change to affected services to remove the blockers.) Key accountabilities and decision ownership Project management skills - create, manage and track a plan Deep understanding of customer situation in terms of current products held, usage patterns and other considerations, and ability to represent current and future position in documents that will support customer discussions throughout their transition journey Ensure that customer data held in DWH is accurate and up to date. Ensure that inconsstencies are investigated and resolved, which may not be limited to data changes Maintenance of centrally held documents and artifacts that can be used by Account managers for generic or specific customer engagement Stakeholder management - specifically operations teams making the changes and customer experience who brief the front line teams. Core competencies, knowledge and experience Excel (proficient - must be able to use pivot tables and vlookups) Powerpoint - explaining to stakeholders Can manage own work and work to fixed deadlines once agreed, ability to work reactively as required Use of Vodafone tools to contribute to planning and tracking of work at a detail level Excellent written and presentation communication skills, and ability to deal with senior stakeholders and customers alike Highly adaptable in a fast changing business environment with a passion for going above and beyond

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