Data Scientist; Pipeline

A Data Scientist will often work as part of a multidisciplinary team, using data and analytics to inform and achieve organisational goals, exploring existing and new data using a range of statistical tools and techniques.

You will provide high-level strategic and tactical insight to identify, prioritise, and drive improvement initiatives. Delivering innovative solutions for the business by surfacing underlying opportunities, highlighting factual data & information, and narrating the story around those opportunities. Also, providing expert consultancy to Capita’s clients on the design and implementation of complex projects & programmes.

The aim of this role is to aid our clients in providing a world class customer service and experience, unlocking problems and providing supportive solutions. This is achieved by supporting Capita’s internal operations, around key performance indicators (Customer Satisfaction, Right First Time, AHT, etc.) and the clients internal business processes with tangible and actionable insight and recommendations. The vision is for Capita to be acknowledged as Contact Centre industry experts in customer experience.

• Deliver innovative and industry leading insight, along with improvement recommendations for Capita and our client.
• Conduct insight reviews through the application of advanced analytics, using internal and external data sources.
• Be able to use sophisticated predictive modelling to help understand what changes need to be made in order to realise improvement.
• Ensure that impacts from operational and Client change requests are taken into consideration when understanding benefit realisation.
• Have a clear understanding of commercials with awareness to ensure recommendations support the BP.
• Lead the Insight direction in order to support and align to the operational strategy.
• Provide an expert view internally and to our clients on the theory and practical application of customer satisfaction and loyalty methodologies such as Net Promoter.
• Work closely with wider shared services MI teams to support pulling disparate data sets together, to provide more tangible understanding of the problem with a view to use of automation techniques to stream the process and remove inefficiency.
• Support the delivery of improvements across our client portfolio by providing root cause analysis through investigation of data sets and reviewing performance over time.
• Articulate options & recommendations to both internal & external stakeholders, clearly highlighting benefits and challenges of each proposal, adjusting your approach as applicable to client specific needs.
• Keep up-to-date with current industry thinking, making recommendations on emerging technologies and new approaches to capturing and measuring the voice of the customer and improving customer experience.
• Have a strong understanding of planning models to ensure benefit realisation can be achieved.
• Support senior management to formulate management information & insight, using this to inform business decisions, supporting senior management to formulate budget assumptions based around insight lead recommendations.
• Support and lead projects, both short & long term, by collating and analysing data and converting this into intelligent insight that can be used to meet business & client requirements.
• Work with the wider BI teams where appropriate to help deliver a required level of service to support our clients in a robust & governed way.
• Full integrate with CI and other Insight teams, liaising also with core operational stakeholders and other support teams where appropriate (e.g. MI, Planning, Finance, etc.).
• Support senior management by providing input for change controls in a timely fashion.
• Support senior management to ensure that contracted obligations are met.
• Take the lead, acting as a mentor to Analysts, in teams where a Manager role is absent.

Grade 12 / Matric

• 2 years’ experience applying data science across mainly qualitative data and preferably in a contact centre.
• Competent in Insight, MI, analytical and statistical theories, and methods.
• Strong understanding…