Data Scientist – Pipeline Analytics

About the role

Capita South Africa is seeking a Data Scientist focused on pipeline analytics to deliver strategic insight and drive improvement initiatives for its contact‑centre clients. You will translate complex data into actionable recommendations that enhance customer experience and operational performance.

Key responsibilities

• Develop and deliver innovative, data‑driven insights and improvement recommendations for Capita and its clients.
• Conduct advanced analytics using internal and external data sources to identify opportunities.
• Build predictive models to forecast the impact of operational changes and support benefit realisation.
• Collaborate with MI teams to integrate disparate data sets and automate data‑processing workflows.
• Provide root‑cause analysis and performance reviews to support client‑wide improvement programmes.
• Communicate findings and recommendations clearly to internal and external stakeholders, highlighting benefits and challenges.
• Stay current with industry trends, emerging technologies, and best practices for measuring customer satisfaction and loyalty.

Required profile

• Strong analytical mindset with the ability to translate data into business‑focused stories.
• Excellent communication skills for presenting insights to senior stakeholders.
• Understanding of commercial considerations and ability to align recommendations with business objectives.
• Experience working in a contact‑centre or customer‑experience environment is a plus.

Required skills

• Predictive modelling
• Advanced analytics
• Data integration and automation techniques
• Familiarity with customer‑experience metrics such as Net Promoter®