Job Title
Specialist: Natural Language Understanding and Machine Learning
Employment Type
3 to 10 years
Job Published
24 August 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
  • 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 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

Minimum Experience:

  • NLU and NLP
  • Data Analytics and Insights
  • Leading organisation culture and change
  • AI – Deep and Machine Learning
  • Complexity Management
  • Must have technical / professional qualifications:
  • B.Degree Essential, B.Sc, B.Com / B.Eng
  • Post graduate degree preferred
  • 5-10 Years working in a Big Data, ML, Chatbot, NLU, NLP environment , AI