Digital Care Generative AI Principal

at  Vodafone

WHO YOU ARE

• Strong experience in Artificial Intelligence, with understanding of Generative AI.
• Degree in Business or Computer Science, Artificial Intelligence, Data or related field.
• Large scale global programme execution
• Data analytics, insight and decision making
• Outstanding written, verbal and presentation skills.
• Strong stakeholder management and commercial acumen skills

NOT A PERFECT FIT?

Worried that you don’t meet all the desired criteria exactly? At Vodafone 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.

WHO WE ARE

You may have already heard of Vodafone - We’re a leading Telecommunications company in Europe and Africa. But what you might not know is that we are continuously investing in new technologies to improve the lives of millions of customers, businesses and people around the world, creating a better future for everyone.
As part of our global family, whether that’s Vodafone, Vodacom or _VOIS, you’ll feel a sense of pride and purpose as you contribute to our culture of innovation. We pursue equality of opportunity and inclusion for all candidates through our employment policies and practices. We recognise and celebrate the importance of diversity and inclusivity in our workspace and we do not tolerate any form of discrimination especially related to but not limited to race, colour, age, veteran status, gender identification, sexual orientation, pregnancy, ethnicity, disability, religion, political affiliation, trade union membership, nationality, indigenous status, medical condition, HIV status, social origin, cultural background, social, or marital status.
Together we can

ROLE PURPOSE

Vodafone Group is leading the way in putting Artificial Intelligence to use, to improve our customer experience and the efficiency of our business. A key strategic priority is to accelerate digital care through the role our chatbot, TOBi, is playing in handling customer service and sales queries. Already live in several countries, we have big plans to roll out TOBi to all our markets and increase dramatically the number of conversations TOBi is having with our customers.
The Generative AI Principal will be responsible for innovating and enhancing experience of our chatbot TOBi, and associated touchpoints, through leveraging Generative AI and other technologies, collaborating closely with our markets and partners in Microsoft. Identifying and implementing new technologies and features to enhance Digital Care capabilities, usability, and competitiveness. Collaborating on the development of business cases for new features and experiences, aligning them with market demands and customer feedback, then working closely with the development and UX/UI teams to create optimal journeys and experiences that can be reused across different markets.
The right candidate will be excited and optimistic about what AI can achieve while acutely aware of its potential harm to end users. Capable of keeping ethics at the centre of your product development approach and leading the market in defining what good looks like.

WHAT YOU’LL DO

• Develop product strategy to maximise applied potential of GenAI and mitigate it’s risks. Balancing innovation with practicality, ethics and safety of GenAI.
• Lead cross-functional team and collaborate with partners to identify and develop new technologies, features and digital journeys to enhance capabilities of Digital Care products.
• Own user journeys end to end in Digital Care, managing and influencing roadmap of integration with existing processes and systems in markets to create end-to-end user experience.
• Ensure standards for CX for all new features are upheld, ensuring ease of standardisation of journeys and UI across markets.