Specialist: Natural Language Understanding and Machine Learning

SUMMARY:
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POSITION INFO:

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 

 

 

 

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