Location: The Speechmark, London + Hybrid
Salary: Excellent basic salary plus bonus and Vodafone benefits
Working Hours: Full time hours per week – Monday to Friday
Hybrid
We believe that through collaboration and connection with our colleagues we can achieve great things. Our hybrid working approach allows our people to work both in the office and at home, providing the flexibility and resources you need to succeed in your role. We don't require you to be in on specific days; instead, we ask people to come into the office 2-3 days each week, for at least 8 days per month. You should work with your line manager to understand what their expectations are for you, your specific role and your team.
Who We Are
We’re here to build a network the UK can count on – one that connects people, places and potential. Because no matter where you live, what your background is, or how you get online – we think everyone deserves the same chance to stay connected, and with VodafoneThree, that future’s being built – today.
We’re creating more than the UK’s best network. We’re helping close the digital divide, empower communities and drive meaningful progress.
We believe that everyone should feel they belong. Whoever you are and whatever your story, there’s space for you here. We’re building a workplace where different perspectives are welcomed, voices are heard, and everyone feels safe to show up as themselves.
You’ll join a team that genuinely cares – about each other, about our customers, and about the future we’re building. From day one, you’ll be welcomed, valued and encouraged to bring your whole self to work.
Why VodafoneThree
Join us and you’ll be at the heart of change. That means building responsibly, investing sustainably and creating opportunities that last.
We’re not just expanding connectivity; we’re reimagining what a connected nation looks like. With £11bn invested in 5G and digital infrastructure, your work will directly power businesses, services, and communities across the country.
You’ll work on real challenges, with real impact, across every corner of the country. Wherever you join us, whatever your role, you’ll be helping to build a future that works better for everyone.
We move at pace, because what we’re building matters – and we’re learning as we go. We’re proud of the progress we’ve made, but we’re just getting started.
Join our Digital teams where we harness the power of digital and embody the spirit of innovation to deliver the best solutions for our customers.
What you’ll do
Digital transformation is a journey, not a one off-event. It needs to be nurtured and grown by talented people who experiment, fail fast and innovate at pace.
We continually experiment with ways to make our journeys more intuitive, simple and enjoyable, across all our channels. We test and learn the ways to give customers faster access to our services, more flexibility, and the richest, most rewarding experience. All you need is the right mind-set and the desire to help us create award-winning digital experiences – we work at pace; we love ideas and we take ownership as we act.
The Conversation Designer will design and build conversational customer journeys that deliver great business and customer outcomes. They will combine proactive analysis of data, engagement with key stakeholders, and a deep understanding of team & company vision, to drive great customer experiences to deliver desired outcomes. They will support the TOBi operation, working flexibly where required. They will work collaboratively with their chapter and wider team to contribute to a cross-disciplinary design process that is continuously improving. They will have a focus on operational performance, staying close to shifts in digital service levels and experience trends, able to effectively support POs with problem statements and communicate business and customer impacts clearly. They will work within their Design Chapter, and Product Owners to ensure best in class experiences, to enable TOBi Chatbot to exceed challenging KPI’s. They will have a great understanding of Conversational AI landscapes, and how to design to meet user needs for these products across our 4 key pillars of user centred conversation design, bot development, triage and journey analytics.
1. Responsible for design and build of TOBi conversations that support TOBi and Digital KPIs.
2. Engage with stakeholders, supports POs in contributing items to the squad backlog.
3. Support Product Owners with forecasting demand and effort in Discovery, supporting solution design and implementation.
4. Supporting TOBi operation – including INCs, outages which may require working flexibly.
5. Supporting TOBi’s operational reporting.
Who you are
6. Expert in Conversational design.
7. Strong understanding of AI technologies.
8. Great understanding of IT triage approach.
9. Great understanding of Chatbot analytics, evidence of use of customer insight and ability to problem solve.
10. Experience of working in an Agile environment, ideally aligned to the SAFe framework.
11. Experience managing senior stakeholders and influencing decisions.
12. Strong customer experience and strategic focus.
13. Capable of managing a constantly evolving backlog of work items, showing the agility to pivot based on business strategy.
14. Strong understanding of user-centred design principles and methodologies.
15. Strong understanding of the Digital ecosystem, website design, content types, mobile and tablet applications, web technologies and digital marketing best practices.
16. Strong knowledge of conversational AI, NLP tuning, language modelling and machine learning frameworks.
17. Evidence of strong analytical skills to measure impact and identity trends.