Senior Specialist: Predictive - Data Analysis

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The number 1 Top Employer in South Africa. Certified by the Top Employer Institute 2026.

Vodacom is a Leading African Mobile communication company providing wider range of communication services including mobile voice, messaging, data and converged services to over 73.6 million customers. From our roots in South Africa, we have grown our mobile network business to include operations in Tanzania, DRC, Mozambique and Lesotho. The mobile networks cover a total population of approximately 200 million people.

Through Vodacom Business Africa (VBA) we also offer business managed services to enterprises in over 40 countries across the continent. Vodafone is the majority shareholder of Vodacom and has a 65% share.

We are at our best when we lead and over the past 20 years, as the Company that pioneered mobile in South Africa, Vodacom has achieved a remarkable list of firsts. We are immensely proud to be a leader in our field and are 100% committed to continue trailblazing.

We employ individuals who are as passionate about customers as we are. We are truly Customer Obsessed, which means that we are passionate about exceeding customer expectations; work relentlessly to really understand the customer; look at decisions through the customer’s eyes and take personal accountability for the customer experience.

The role of the Senior Specialist Predictive Analytics is to support Customer Operation with strategic analysis of key indicators across the business that impact the demand for customer service engagements. This role is responsible for the development of data models that explain shifts in demand (increase/decrease) of customer contacts, chats, digital engagement, back‑office escalations and to empower the leadership with high quality insights to drive business decisions.

The person would need to be able to evaluate the impact of technology, operational and product changes in the business, and interpret the relationship with Customer Operations key metrics (OPEX, Volume, FCR, NPS, Repeat Contacts etc.). A strong background in the Telco, Tech Co and Service industries is critical, and how new technologies such as AI are impacting business efficiencies and CX and the transition from human to digital care.

Drafting quarterly and annual insights reports for Commercial Operations would also be required. The primary objective is to evaluate the commercial operations business unit from a performance, technology and financial perspective using advanced modelling techniques and capabilities and having the ability to present these to senior leaders within the business. This would include benchmarking Vodacom to OPCO’s, MNPO’s and service industries.

• Develop Causal Modelling:
  Understanding of how business changes impact demand to commercial operations (Price Changes, Increased Base Growth, Digital Adoption, Repeat Call Drivers).
• Assess and evaluate the impact of AI investment and technology on Service Demand and Customer Experience.
• Statistical Modelling:
  Linear and Multivariant regression, Sensitivity Analysis, Machine Learning Modelling techniques.
• Scenario & Future Forecasting and Planning:
  Strategic overview of impacts of strategic business impacts for key drivers.
• Data Science Lifecycle:
  Collaboration with key stakeholders to transition through the four stages of analysis.
• Determine the impact of business changes (e.g. price change, new products), outages and failures (e.g. Technology, Network on service demand, and first contact resolution.
• Draft board level narratives to outline movement in KPI’s…