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.

Data Scientist

Job Purpose:

You will provide high-level strategic and tactical insights 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 reputation) as Contact Centre industry experts in customer experience.

Key Responsibilities:

• Deliver innovative and industry-leading insights, along with improvement recommendations for Capita and our clients.
• Conduct insight reviews through the application of advanced analytics, using internal and external data sources.
• Utilize sophisticated predictive modelling to understand necessary changes to realize improvements.
• Consider impacts from operational and client change requests when understanding benefit realisation.
• Maintain a clear understanding of commercial aspects to ensure recommendations support the BP.
• Lead the Insight direction to support and align with the operational strategy.
• Provide expert views on customer satisfaction and loyalty methodologies such as Net Promoter Score.
• Collaborate with shared services MI teams to integrate disparate data sets, supporting automation to streamline processes.
• Support delivery of improvements by providing root cause analysis and reviewing performance over time.
• Articulate options and recommendations to stakeholders, highlighting benefits and challenges, tailored to client needs.
• Stay updated with industry thinking, recommending emerging technologies and new approaches to customer voice measurement and experience enhancement.
• Understand planning models to ensure benefit realisation.
• Assist senior management in formulating MI & insight for business decisions and budget assumptions.
• Lead projects by analyzing data and converting insights into actionable business and client solutions.
• Work with BI teams and other operational stakeholders to deliver robust, governed services.
• Coordinate with CI and other Insight teams, liaising with operational support teams as needed.
• Support management with change controls and contractual obligations.
• Mentor Analysts, especially where a Manager role is absent.

Professional Know-how:

Grade 12 / Matric

Knowledge & Experience:

• At least 2 years’ experience applying data science, preferably in a contact centre environment.
• Competent in insight, MI, analytical, and statistical theories and methods.
• Strong understanding of statistical analytics, correlation, regression, cluster analysis, standard deviation, etc.
• Knowledge of MI/BI and contact centre software such as Business Objects, Power BI, Aspect WFM, Avaya Telephony, MS Office.
• Proficiency in programming tools like Power BI, Azure, Fabric, Snowflake, Python, SQL, R.
• Excellent Excel skills, including VBA, formulas, Pivot Tables.
• Strong presentation and communication skills to convey results effectively.
• Experience in data collation, reporting, and presentation.
• Data manipulation skills beyond Excel; SQL experience preferred.
• Knowledge of customer satisfaction and loyalty methodologies, and research techniques.
• Strong analytical skills and interest in data analysis and insight.
• Experience with evidence-based decision-making and statistical software.
• Experience with speech and text analytics.
• Ability to work independently and…