Senior Specialist Data Science and Predicti

Job Description

Role Purpose

The Senior Specialist Data Science & Predictive Care leads data-driven transformation in Vodacom’s Customer Operations using advanced analytics and AI insights. The role employs data science, machine learning, and customer analytics to enhance customer experience, reduce inefficiencies, predict behaviors, spot anomalies, and enable initiative-taking service resolution. The specialist converts operational and customer data into actionable insights, predictive recommendations, automation, and intelligent decision-making to support Customer Operations.

• Customer 360 initiatives
• Predictive Care & Proactive Resolution
• Fraud Management & Risk Detection
• CX Analytics & Service Optimization
• AI-driven Reporting & Insights
• Generative AI and Intelligent Recommendation Systems
• Real-time Event Monitoring & Self-Healing Capabilities

The role contributes to the evolution of COPS towards an AI-led, insight-driven, and predictive operational model aligned with Vodacom’s digital transformation roadmap.

Key Accountabilities

A. Data Science, Predictive Analytics & AI Modeling

• Create predictive models to forecast customer actions, churn, repeat calls, fraud, and service issues.
• Build machine learning frameworks for proactive customer care.
• Design segmentation models for personalized engagement.
• Develop anomaly detection for monitoring and fraud management.
• Use statistical and AI methods to pinpoint root causes of customer pain and inefficiency.
• Support Generative AI and LLM applications in customer operations.
• Develop scoring and recommendation engines to boost engagement and decisions.

B. Predictive Care & Customer Experience Optimization

• Drive proactive customer care initiatives through real-time analytics and predictive intelligence.
• Identify customer issues before escalation and recommend preventive actions.
• Enable intelligent customer treatment strategies based on behavioral and operational insights.
• Support real-time event-based customer engagement and service recovery mechanisms.
• Contribute to intelligent call routing and customer prioritization capabilities.
• Develop customer health indicators and early warning systems for quality service monitoring.
• Collaborate with Customer Experience teams to improve journey performance and customer satisfaction.

C. Reporting, Insights & Business Intelligence

• Develop advanced dashboards and analytical reports supporting operational and strategic decision-making.
• Enable data-driven business decisions through actionable insights and trend analysis.
• Automate reporting processes and improve visibility of operational KPIs.
• Conduct deep-dive analysis on customer experience, service performance, and operational efficiency.
• Provide monthly, quarterly, and annual analytical performance reports.
• Monitor business trends impacting customer operations and service delivery.

D. AI Transformation & Innovation Governance

• Support the adoption of AI, Data Science, and Predictive Analytics capabilities across COPS.
• Identify innovation opportunities leveraging AI, automation, and advanced analytics.
• Collaborate with Technology, Digital, and Data teams to operationalize AI initiatives.
• Ensure alignment with Vodacom AI governance, data privacy, and security policies.
• Support deployment and monitoring predictive and AI-driven solutions.

E. Customer 360 & Data Integration

• Contribute to the development and enhancement of Customer 360 capabilities.
• Support integration of multiple data sources for unified customer intelligence.
• Collaborate with Technology teams on APIs, data pipelines, and analytical architectures.
• Ensure data consistency, reliability, and accessibility for analytical consumption.

Job Knowledge

• Data Science & Machine Learning concepts
• Predictive Analytics & Statistical Modeling
• Fraud Detection & Anomaly Detection
• Generative AI & LLM concepts
• Business Intelligence & Reporting Platforms
• Data Visualization & Dashboarding
• Telecom customer operations processes
• Customer Journey Analytics
• Data Mining & Root Cause Analysis
• Real-time event monitoring & operational analytics
• Basicunderstanding of APIs, data pipelines, and integrations

Job Related Skills

• Strong analytical and problem-solving skills
• Advanced reporting and dashboarding
• Expertise in statistical analysis
  Data storytelling and presentations
• Interpreting complex data for actionable insights
• Stakeholder management and communication
• Business mindset with operational awareness
• Simplifying analytics for business teams
  Organized with attention to detail

Qualification & Experience

• Master’s degree in data science, Statistics, Computer Science, Mathematics, Engineering, Information Systems, or related field
• 4–6 years of experience in Data Analytics, Data Science, Predictive Analytics, Business Intelligence, or Customer Operations Analytics
• Experience in telecom industry is highly desirable.
• Experience working with large datasets and operational analytics.
• Exposure to AI, Machine Learning, Predictive Care, or Generative AI initiatives is an advantage.
• Experience working with cross-functional business and technology teams essential

Technical Skills

• SQL & Database Querying
• Python / R for Data Analytics & Machine Learning
• Power BI / QlikSense / Tableau
• Excel Advanced Analytics
• Machine Learning frameworks and AI concepts
• Data Visualization tools
• Key Performance Indicators (KPIs)
• Reduction in repeat calls and customer complaints
• Improvement in proactive issue resolution rates
• Improvement in customer satisfaction metrics (NPS/CX)
• Accuracy and effectiveness of predictive models
• Adoption rate of dashboards and analytical insights
• Reduction in manual reporting effort
• Detection and prevention of fraud/anomaly cases
• Delivery of AI and predictive analytics initiatives
• Improvement in operational efficiency through data-driven insights