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Vodafone Logo Vodafone · IT - Software Development

Digital Channel Expert

Portugal, Lisboa · Job Posted March 04, 2026
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Job Description

We are looking for a Digital Channel Expert to join Vodafone’s digital transformation team. This role will be responsible for redesigning and optimizing the TOBi journeys — Vodafone’s digital assistant — across voice, web, app, and WhatsApp channels. The objective is to enhance the customer experience and improve operational efficiency, while initiating the first steps in Agentic AI within the TOBi ecosystem.

Job Responsibility

  • Redesign flows and processes (To‑Be) using Lean, Six Sigma, BPMN, or Design Thinking methodologies
  • Define and monitor OKRs, business cases, and performance KPIs for digital initiatives
  • Work in agile, multidisciplinary squads, acting as the bridge between business and technology
  • Support the integration of generative AI and agentification capabilities

Requirements

  • Relevant Bachelor or Master Degree
  • Experience in consulting or digital product management, preferably within large-scale organizations
  • Knowledge of Customer Care or Telco processes (preferred)
  • Proven track record in transformation or automation projects
  • Ability to define and translate business requirements into technical solutions
  • Knowledge and experience with Lean / Six Sigma / BPMN (certification is a plus)
  • Understanding of AI solutions involving LLMs and Agentification
  • Previous hands‑on development in these areas is valued
  • Strong analytical skills, a structured approach to solving complex problems, and results orientation
  • Hands‑on and collaborative mindset, comfortable working in agile and fast‑changing environments
  • Clear and effective communication with both technical and business stakeholders
  • Fluency in Portuguese and English

Nice to have

  • Knowledge of Customer Care or Telco processes
  • Previous hands‑on development in these areas
  • Certification in Lean / Six Sigma / BPMN

What we offer

  • Hybrid Work Model - Flexible hybrid work model with 8-10 in-office days per month, managed by team leaders
  • Vodafone Products and Services - Employees get a mobile phone, free communication plan, data card, and various discounts on services and products
  • Recognition - Recognition programs for innovative, creative, high-potential employees and exemplary behaviors
  • Health and Well-being - Well-being Program offers nutrition and psychological consultations, webinars, workshops, and discounts on various services and products
  • Learning - Access to Communities of Practice and a customizable digital training platform with high-quality content (namely Harvard Business Publishing, Skillsoft and Speexx)
  • Local and International Mobility - Internal recruitment with local and international rotation opportunities across departments and roles
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