Job Title
Zulu speaking - NLU Specialist
Employment Type
Full Time
3 to 5 years
Job Published
22 September 2021
Job Reference No.

Job Description

Role purpose:

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.

Key accountabilities and decision ownership:

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
  • Drive deep analysis and implementation of NLU and NLP
  • 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.
  • Share 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 the company
  • Monitor effectiveness of methodology and drive continuous improvement

Drive Customer Centricity and Innovation

  • Drive measurement of selected key KPIs
  • 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


  • Zulu first language speaker or 100% fluent in writing and speaking
  • NLU and NLP
  • Data Analytics and Insights
  • Leading organisation culture and change
  • AI – Deep and Machine Learning
  • Complexity Management