Data Scientist

Data Scientist

Job Purpose:

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 (through awards, client loyalty, winning new business and general reputation) as Contact Centre industry experts in customer experience.

Key Responsibilities:

• 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 in to 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.

Professional Know-how:-

Academic:

Grade 12 / Matric

Knowledge & Experience:

• 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 of Statistical Analytics, Correlation, Regression, Cluster Analysis, Standard Deviation etc.
• Knowledge and application of MI/BI & Contact Centre relevant software & systems – Business Objects, Power BI, Aspect WFM, Avaya Telephony, MS Office (Excel, PowerPoint, etc.)
• Knowledge of programming tools such as Microsoft Power BI, Microsoft Azure, Fabric, Snowflake, Python, SQL, R.
• Excellent Excel knowledge, including VBA, formulae (e.g. vlookup), PivotTables
• Excellent presentation skills, including use of PowerPoint
• Great communication skills, both written & verbal with an ability to convey results to business users, including regular conference calls and presentation of performance to client
• Experience of collation, reporting and presentation of data & information is essential
• Data manipulation experience beyond Excel; joining, aggregating, transforming data for analysis; SQL
• Experience of the theory and application of customer satisfaction / loyalty methodologies, and customer research (qualitative and quantitative) techniques
• Strong analytical skills essential, with a genuine interest in data analysis and insight
• Experience of evidence-based decision-making establishing baselines; logical tests; use of control groups; critical thinking.
• Experience of using statistical software to deliver analyses and insight
• Experience of using both speech & text analytic applications
• An aptitude for both efficient and accurate working
• A willingness to work independently when required using own initiative
• A good understanding of financial/commercials.

About us

Capita is an award-winning contact centre service company with fully hosted global delivery centres trusted by global leading brands to transform their Customer Experience.

We’re here to help get you to your future — whether it’s to gain worldclass customer service experience or grow with our variety of skills and experiences, we are here for you! If you have the ambition to go far and the imagination to see beyond the ordinary, there’s no better place to be.

Our services span multiple sectors, locations and businesses from retail industry, healthcare, government education to employment, working together to create better outcomes for all.

Our Mutual Park Offices boasts a 6-star green rating aligning with our carbon neutral strategy and offers our team improved facilities, amenities and multi-faceted transport options. The on-site benefits include a gym, a doctor and clinic, a creche, multiple restaurants and food stores, a pharmacy, a hairdresser and a spa.

What’s in it for you?

• Competitive Basic salary
• Medical Aid
• Provident fund, Group life, funeral, and disability benefit
• Annual Performance Incentive: We offer an annual performance incentive based on target %, rewarding our employees for their hard work and dedication.
• Global Colleague Networks: We provide opportunities for participation in global colleague networks, fostering a sense of community and collaboration.
• Community Engagement: We offer 8 hours for opportunities to give back to the community through our socio-economic development programmes.
• Annual Leave: We provide annual leave days more than statutory requirements, ensuring our employees have ample time to rest and rejuvenate.
• International Exposure: We provide opportunities for international exposure, broadening our employees’ horizons and experiences.
• Development and Growth: We offer numerous opportunities for development and growth, helping our employees to reach their full potential.

What we hope you’ll do next

Choose ‘Apply now’ to fill out our short application, so that we can find out more about you. Please upload an up-to-date CV which highlights your relevant experience.

What will happen next?

• Your application will be reviewed.
• If your application is successful, you will be invited to an interview with a member of the recruitment team.

IMPORTANT

The shortlisted candidates are subject to be assessed using relevant assessment tools based on the needs and requirements of the role.

Capita South Africa adheres to the principles of the Employment Equity Act and preference will be given to candidates in line with the business’ EE targets and goals.

Attach your most recent CV indicative of the criteria as advertised.