Job Description

Location: Newbury + 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 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
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.
We combine research, craft, and collaboration to transform complex challenges into clear, delightful experiences. As we continue to grow, we are seeking passionate designers to help shape Vodafone's future.
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, BA's 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 compliment 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
To be successful in this role, you'll need to bring the following skills and experience:

• 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

Worried that you don't meet all the desired criteria exactly?
We know that everyone is unique, with multiple aspects to their identity and different experiences behind them. We are passionate about Inclusion for All and creating a workplace where everyone can thrive, whatever their personal or professional background. 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, and our recruitment team can help you see how your skills fit in.
We believe that everyone has valuable contributions to make. As a Disability Confident Employer, we actively encourage individuals with disabilities to apply for positions within our team. Through the 'Offer an Interview' scheme, we aim to offer interviews to a fair and proportionate number of applicants with disabilities who best meet the essential criteria for our vacancies. If you would like to participate in the scheme, you will have the opportunity to indicate this on your application.
What we offer
We care about our people's success by offering great pay, bonuses, up to 28 days off plus bank holidays, and paid time for charity work. You can personalise our benefits for you and your family, like discounts, vouchers, a pension plan and loads more. We help with your career through our amazing learning tools and top-notch 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 the regulators standards.
If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, a sign language interpreter, or assistive technology, please refer to the Accessibility section of our Careers website ( ) for guidance.
We use AI in different parts of our business to boost innovation, improve efficiency, and create new opportunities. We know many candidates use AI to fine-tune their CVs or prepare for interviews, but what we really care about is your unique experiences and achievements.
During the interview, we want you to rely on your own knowledge and skills to show us who you really are-your personality, creativity, and abilities. Above all, we're looking for authenticity and can't wait to get to know the real you.
#VodafoneThree
#LI-Hybrid
Vodafone is committed to attracting, developing and retaining the very best people by offering a motivating and inclusive workplace in which talent is truly recognised and rewarded. We are committed to promoting Inclusion for All with the belief that diversity plays an important role in the success of our business. We actively encourage everyone to consider becoming a part of our journey.

Skills Required