Insights and Analytics Lead

**When it comes to putting people first, we're number 1.**

The number 1 Top Employer in South Africa.

Certified by the Top Employer Institute 2025.

**Role Purpose/Business Unit**:
The purpose of this role is to lead the transformation of complex and intersecting data sources—including commercial performance, customer sentiment, and operational metrics—into actionable insights that drive strategic decision-making and elevate customer experience. This role plays a critical part in optimizing the end-to-end customer journey by identifying key pain points and opportunities through advanced analytics.
As a cross-functional leader, you will embed insights into strategic initiatives across departments, fostering alignment and a unified, customer-centric approach. The lead will champion innovation by leveraging predictive analytics and AI to anticipate customer needs and deliver personalized experiences at scale. Additionally, you will define and track robust KPIs and develop dynamic dashboards to measure the impact of customer experience initiatives and continuously inform business performance

**Your responsibilities will include**:
Customer Insights Strategy: Lead the development and execution of the customer insights roadmap, ensuring alignment with business goals and customer experience priorities across Vodacom
Advanced Analytics & Modelling: Lead the design and deployment of predictive models and analytical frameworks to uncover trends, behaviours, and opportunities for CX improvement.
Stakeholder Engagement & Influence: Act as the primary decision-maker on how insights are communicated and integrated into cross-functional strategies, ensuring data-driven alignment.
Performance Monitoring & Reporting: Oversee the creation and governance of CX dashboards and KPIs, making decisions on metrics that best reflect customer sentiment and business impact.
Innovation & Continuous Improvement: Drive the adoption of new tools, technologies, and methodologies in analytics, with decision authority on experimentation and scaling of successful initiatives.
Stakeholder management
Drives the shift in CX culture across Vodacom to embed best practice
Supports the delivery leads in managing the cross-functional teams to realise customer experience improvements across Vodacom segments
Supports the Initiative Leads in the shift to new practices by utilising relevant tools e.g. QlikSense and other database reporting systems
People Management
Accountable for small team of customer insights analysts
Motivate, guide and lead Vodacom performance management policies with direct reports

Matric is essential
Bachelor's Degree in relevant fields such as Mathematics, Statistics, Commerce, Economics, Computer Science, Engineering, Artificial Intelligence, or related disciplines.
Professional certifications in analytics e.g. SQL, Python, R, PowerBI, SAS or Google Analytics
Masters / MBA advantageous
8 years’ experience in defining actionable insights from various data sources
Proficiency in at least one relevant programming language
Experience 5+ years in customer journey mapping, NPS/CSAT metrics, and CX frameworks within the telecommunications or related industry
Experience with visualization tools like Tableau or Qlik for data exploration and presentation.

**Core competencies, knowledge, and experience**:
Analytical Expertise: Strong proficiency in data analytics, statistical modelling, and data visualization tools (e.g., SQL, Python, R, Power BI, Tableau, Excel) to derive actionable insights.
Customer Experience Knowledge: Deep understanding of customer journey mapping, NPS/CSAT metrics, and CX frameworks within the telecommunications or related industry.
Strategic Thinking & Business Acumen: Ability to align analytics initiatives with business goals, interpret data in a commercial context, and influence strategic decisions.
Stakeholder Management: Proven experience in engaging and influencing cross-functional teams, with excellent communication skills to translate complex data into clear business narratives.
Innovation & Technology Awareness: Familiarity with emerging technologies in AI, machine learning, and automation to drive innovation in customer experience analytics.

Closing date for Applications**:19 June 2025**

The base location for this role is **Vodacom Midrand**

The company's approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities.

**We make an impact by offering**:
Enticing incentive programs, competitive benefit packages, and an exclusive 13th cheque
Retirement funds, risk benefits, and medical aid benefits.
Cell phone and data benefits, advantages fibre connection discounts, and exclusive staff discounts offered in collaboration with partner companies.

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 va