Job Description

We are seeking a highly skilled and visionary Business Intelligence Director to lead and scale our global MI, Data, and CX Insights function. In this role, you will define and implement the global strategy for data management, insights capability, and analytics maturity driving standardisation, automation, predictive intelligence, and data-led transformation across all regions and delivery centres.

Qualifications

• 10+ years in Business Intelligence, Analytics, Insights or related strategy leadership roles.
• Matric or Equivalent (Essential)
• Proven global or multi-site experience building enterprise-level BI capability.
• Excellent executive engagement, strategic thinking, and change leadership ability.
• Strong leader and team builder capable of developing high-performance analytical teams.

Responsibilities

Strategic Leadership & Framework Development

• Set and execute the global MI, Data, and CX Insights strategy across multiple GEOs.
• Standardise data governance, reporting frameworks, and insight capabilities globally.
• Ensure scalability, knowledge sharing, and consistency in insights across all regions.

Customer Experience, CSAT & NPS Intelligence

• Lead the architecture, governance, and optimisation of CSAT, NPS, CX and operational KPI measurement.
• Convert intelligence into strategic action plans to elevate customer satisfaction and operational efficiency.

Data-Driven Transformation & Advanced Analytics Delivery

• Champion the integration of advanced analytics, automation, and AI modelling to enhance forecasting accuracy and operational performance.
• Drive predictive analytics, behavioural insight modelling, and scenario planning capabilities.

Cross-Functional Alignment & Stakeholder Engagement

• Partner with Operations, internal stakeholders, and Client Leadership teams to align insight outputs with commercial outcomes.
• Ensure insight-led decisions support contractual performance, financial growth, and business transformation.

Centre of Excellence & Capability Build

• Build, lead, and upscale the MI & CI Centre of Excellence to enable global insight maturity and standardisation.
• Develop tools, frameworks, and methodologies that uplift analytical capability, predictive intelligence, and reporting quality.
• Attract, mentor, and develop high-calibre talent across data, BI, analytics and CI disciplines.

Technical Skills

• Proficiency in PowerBI, Looker, Python, Power Query
• Advance Excel
• Database working knowledge on