Business Analyst

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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