VodafoneThree - Operational Lead - 12 Months FTC
Location: Newbury, England, United Kingdom (Hybrid)
Salary: Excellent basic salary plus bonus and Vodafone benefits
Working Hours: Full time 37.5 hours per week – Monday to Friday
Duration: 12 Months Fixed Term Contract
Hybrid: We support a flexible hybrid approach. You may work in the office or from home. The expectation is 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 expectations for your role and team.
What You’ll Do
We are a dynamic team of 70+ designers, researchers, and service designers dedicated to creating seamless, human-centred experiences across Vodafone. Our mission is to deliver high-impact projects, own end-to-end journeys, and design with empathy to enhance everyday interactions for our customers.
About the Role: We are looking for an Operational Lead to oversee the operational aspects of the Assisted UX Design team. This team consists of 30+ UX Designers, Business Analysts, and Scrum Masters who collaborate to design the agent experience within our assisted channel systems, including our CRM interface (Halo) and Case Management tool.
The Operational Lead will be responsible for managing the team’s operations, ensuring effective collaboration, and supporting the delivery of projects across both B2C and B2B demand pipelines. The team is supported by several suppliers who provide third-party resources to complement our permanent employees.
The Operational Lead will be responsible for four key areas:
* Demand management – tracking inflow demand, from the initial impact assessments through to demand delivery. You’ll manage allocation of projects to our designers, BAs and Scrum Masters, and ensure project updates are captured including risks, actions, key milestones and effort levels
* Capacity planning – monitoring the overall capacity levels across the team, identifying and resolving any short-term capacity issues. You’ll also have visibility of the long-range plan, and utilise horizon scanning to forecast capacity for the year ahead, working with our suppliers to ensure we have the right size team to meet the demands of the business
* Supplier management – working closely with our core suppliers to complement the team with the right skills and experience to deliver the demand pipeline. You’ll be the main point of contact for each of the suppliers, managing performance escalations, overseeing the onboarding and offboarding process and negotiating and fulfilling the required work orders for continued partnership
* Financial controls & processes – you’ll manage the financial processes of the team, including supplier rate negotiation and accurate and timely cross-charging to programmes. This involves working with several teams across the business, including our Finance Business Partners and budget holders
Who You Are
* Process oriented and highly organised
* Adept at handling complex information
* High attention to detail
* Strong stakeholder management
* Communication style which demonstrates an ability to simplify the complex
* Experience performing an operational lead role for a large team
* Outcomes focused with proven ability to deliver change
* Experience working with vendors
We know that not every candidate will meet every criterion. If you’re excited about this role but your experience doesn’t align exactly with every part of the job description, we encourage you to apply as you may be the right candidate for this role or another role. Our recruitment team can help you see how your skills fit in. We are a Disability Confident Employer and encourage applicants with disabilities to apply. If you would like to participate in the scheme, indicate this on your application.
What We Offer
We care about our people’s success by offering competitive pay, bonuses, up to 28 days off plus bank holidays, and paid time for charity work. Benefits can be personalised for you and your family, including discounts, vouchers, a pension plan, and learning tools. We also provide strong parental leave policies.
Need to Know
We are regulated by the Financial Conduct Authority and all offers of employment for this role are subject to background checks, including criminal (DBS) and financial checks to meet regulatory standards. If you require any reasonable adjustments or accessibility support during recruitment, see the Accessibility section of our Careers website for guidance. During the interview, we expect you to rely on your own knowledge and skills to demonstrate your abilities.
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