Data Scientist; Pipeline

Job Title

Data Scientist (Pipeline)

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. You will also provide expert consultancy to Capita's clients on the design and implementation of complex projects and programmes. This role supports Capita’s internal operations and clients’ business processes with tangible and actionable insight and recommendations, helping to establish Capita as a leaders 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.
• Use sophisticated predictive modelling to understand what changes need to be made to realise improvement.
• Consider impacts from operational and client change requests when assessing benefit realisation.
• Ensure commercial awareness so recommendations support the business plan.
• Lead the insight direction to support and align with operational strategy.
• Provide an expert view on customer satisfaction and loyalty methodologies such as Net Promoter and other relevant models.
• Work closely with shared services MI teams to pull disparate data sets together and use automation to streamline processes.
• Support the delivery of improvements across the client portfolio by providing root‑cause analysis and performance reviews.
• Articulate options and recommendations to internal and external stakeholders, highlighting benefits and challenges.
• Keep up to date with current industry thinking and recommend emerging technologies and new approaches.
• Understand planning models to ensure benefit realisation.
• Assist senior management in formulating management information and insight to inform business decisions and budget assumptions.
• Lead projects, short and long term, by collating and analysing data and converting it into intelligent insight.
• Collaborate with BI teams to deliver the required level of service in a robust and governed way.
• Coordinate with CI and other insight teams, liaising with core operational stakeholders and support teams such as MI, Planning and Finance.
• Provide input for change controls in a timely fashion.
• Ensure contracted obligations are met.
• Act as a mentor to analysts where a manager role is absent.

• 2 years' experience applying data science primarily to qualitative data, preferably in a contact centre.
• Strong knowledge of insight, MI, data analytics and statistical theory and methods.
• Experience with statistical techniques such as correlation, regression, cluster analysis, standard deviation and more.
• Proficient in MI/BI and contact centre relevant software and systems – Business Objects, Power BI, Aspect WFM, Avaya Telephony, Microsoft Excel, PowerPoint, etc.
• Knowledge of programming tools – Microsoft Power BI, Microsoft Azure, Fabric, Snowflake, Python, SQL, R.
• Excellent Excel skills, including VBA, lookup functions and Pivot Tables.
• Strong presentation and communication skills – able to convey results to business users and present performance to clients.
• Experience collating, reporting and presenting data and information.
• Data manipulation skills beyond Excel – joining, aggregating, transforming data for analysis using SQL.
• Experience with customer satisfaction and loyalty methodologies, including customer research techniques.
• Analytical thinking and evidence‑based decision making, including use of control groups and logical tests.
• Experience with statistical software to deliver analyses and insight.
• Experience with speech and text analytic applications.
• Aptitude for efficient and accurate work.
• Willingness to work independently using personal initiative.
• Understanding of financial and commercial factors.

• Competitive basic salary
• Medical aid
• Provident fund, group life, funeral, and disability benefit
• Annual performance incentive based on target completion
• Global colleague networks for collaboration and community building
• Community engagement opportunities (8 hours annually)
• Annual leave exceeding statutory requirements
• International exposure opportunities
• Development and growth opportunities

• Location:
  
  Cape Town, South Africa
• Time type:
  Full time
• Contract type:
  Permanent
• EEO Statement:
  Capita South Africa adheres to the principles of the Employment Equity Act and will give preference to candidates in line with business EE targets and goals.