Natural Language Understanding and Machine Learning

Role Purpose

The Principal Specialist: NLU and ML role based within Commercial Operations.

The role of the Principal Specialist: NLU and ML is to drive the Machine Learning and Natural Language understanding and programming in Tribe 4 – Digital Customer Care. Embed Machine Learning in the automation, big data and AI practices in Vodacom.

Your responsibilities will include:

Manage NLU and NLP
Define strategy and methodology to drive continues improvement in the Natural Language and AI environment
Do detailed analysis on project outcomes and map back to Customer Experience outcomes to determine the gap
Align initiatives to company strategy to determine priority
Translate strategy into executable plan to deliver initiatives
Drive deep analysis and implementation through team of NLU specialists
Form strategic partnerships with other departments and markets to ensure execution

Embed Machine Learning
Drive the implementation and integration of Machine Learning and Deep Learning in our Automation, Robotics and Big Data practices.
Define best practices on creating customer centric experiences using Machine Learning and AI
Determine gaps between ML projects and Customer Journey outcomes
Initiate strategic projects to be market leading and execute effectively and within budget
Liaise and drive knowledge sharing across Vodafone markets
Monitor effectiveness of methodology and drive continuous improvement

Drive Customer Centricity and Innovation
Drive measurement of selected key KPIs
Design optimized processes aligned with increasing NPS and customer satisfaction 
Where possible and where tools are available, simulate processes prior to implementation to determine if desired outcome would be achieved
Identify initiatives and ensure alignment to Customer Journeys across other business areas
Drive innovation in process, output and measurement

Team Leadership and Prioritisation 
Manage pipeline and prioritise initiatives for NLU team
Building effective professional relationships (both for him/herself and the team) and establishing the team’s credibility with markets and stakeholders
Managing expectations (of team and customers alike) and keeping commitments or promises.
Manage team of NLU specialists
Identify training requirements for NLU team

The ideal candidate for this role will have:

Matric / Grade 12 essential

B.Degree (BSc, B.Com / B.Eng) essential
Post graduate degree preferred 
8-10 years working in a Big Data, ML, Chatbot, NLU, NLP environment or AI essential

Core Competencies and Knowledge:
Data Analytics and Insights
Leading organisation culture and change
AI – Deep and Machine Learning
Complexity Management

The base location for this role is, Midrand, Vodacom Campus

The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.

Vodacom is committed to an organisational culture that recognises, appreciates and values diversity & inclusion. 

Commitment from Vodacom

Vodacom is committed to attracting, developing and retaining the very best people by offering a flexible, motivating and inclusive workplace in which talent is truly recognized, developed and rewarded. We believe that diversity plays an important role in the success of our business and we are committed to creating an inclusive work environment which respects, values, celebrates and makes the most of people’s individual differences - we are not only multinational but multicultural too. At Vodacom you will have access to our excellent flexible benefits programme that you would expect from any global company.

Vodacom is a leading African communications company providing a wide range of communication services, including data, mobile and fixed voice, messaging, financial services, enterprise IT and converged services to 116 million customers (including Safaricom). From our roots in South Africa, we have grown our mobile network business to include operations in Tanzania, the Democratic Republic of the Congo (the DRC), Mozambique, Lesotho and Kenya. Our mobile networks cover a population of over 289 million people. Joining Vodacom is more than a job, what we do matters. We don’t just carry minutes, texts and data – we carry people’s lives. And that’s a huge responsibility. If you think for a minute about the people you rely on…the likelihood is they rely on us. Customers are at the heart of everything we do and we want to make a difference to the lives of our customers, and the communities in which we live and work. We support our people to give something back to the causes that mean the most to them through helping them give time and money to the charities they love. And what’s it like to work here? We have created an environment where you can look forward to coming to work and are empowered to be at your best. We offer flexibility in how you work that helps you do your job in a way that suits you, opportunities to help you grow and progress throughout your career and a choice of benefits to suit your lifestyle.