Business Transformation & Digital Specialist

About the role

The Business Transformation & Digital Specialist acts as the strategic bridge between COPS teams and Technology, driving innovation, platform optimisation and digital transformation across Vodacom’s ecosystem. You will enable functional teams, support solution design and ensure the stability and continuous improvement of digital channels such as chatbots, mobile apps, XNPS and AI initiatives.

Key responsibilities

• Identify and drive digital innovation opportunities for platforms like TOBI, OneApp and XNPS.
• Translate business needs into structured requirements, functional specifications and clear technical documentation.
• Lead governance for AI, LLM, IDP and automation projects, ensuring alignment with Vodacom’s AI strategy, data‑privacy and security policies.
• Facilitate feasibility assessments, solution design and integration considerations with Technology teams.
• Support optimisation of customer journeys, chatbot intents, menu structures and app workflows.
• Coordinate end‑to‑end delivery of digital initiatives, reviewing user flows, prototypes and technical proposals.
• Maintain continuous communication between COPS business units, Digital teams and Technology squads, tracking progress, dependencies and risks.

Required profile

• Proven experience in business analysis or digital transformation within a telecom or technology environment.
• Strong ability to translate non‑technical business requirements into actionable technical specifications.
• Experience governing AI/ML projects, including conversational AI, LLMs and intelligent document processing.
• Excellent stakeholder management and coordination skills across cross‑functional teams.
• Solid understanding of customer experience platforms and mobile/web self‑service architectures.

Required skills

• Conversational AI
• Natural Language Processing (NLP)
• Large Language Models (LLM) and Generative AI (GenAI)
• Chatbot development and intent management
• Mobile app and web self‑service architecture
• Intelligent Document Processing (IDP)
• AI agents and automation workflows