Data Scientist (Pipeline)
Core
Provide strategic and tactical insight to identify, prioritize, and drive improvement initiatives for Capita's clients in the contact centre industry by surfacing underlying opportunities and narrating data-driven stories.
Role type
Senior IC data scientist (customer experience & operations)
Builds
Actionable recommendations and management information to improve customer satisfaction, right first time, and AHT metrics for contact centre clients.
Domain
Contact centre operations / Customer experience analytics
Deliverable
dashboards & analysis
Required skills
Predictive modelling, Statistical analytics (correlation, regression, cluster analysis), Root cause analysis, Planning models, SQL, Python, R, Power BI, Business Objects, Aspect WFM, Avaya Telephony, Excel (VBA, PivotTables), Customer satisfaction/loyalty methodologies (Net Promoter), Speech & text analytics
Preferred skills
Experience with qualitative data analysis, Evidence-based decision-making, Financial/commercials understanding, Mentoring analysts
Technologies
Microsoft Power BI, Microsoft Azure, Fabric, Snowflake, Python, SQL, R, Business Objects, Aspect WFM, Avaya Telephony
Responsibilities
Conduct insight reviews using advanced analytics on internal and external data sources; Use sophisticated predictive modelling to understand operational changes; Lead insight direction to align with operational strategy; Articulate options and recommendations to internal and external stakeholders; Support senior management in formulating management information and budget assumptions; Mentor analysts in teams where a manager role is absent.
Seniority
Senior, hands-on IC with mentorship responsibilities
