Role Purpose/Business Unit:
- Responsible for leading the Customer Insights & Research function.
- This function is responsible for enabling strategic growth across Vodacom through driving a customer centric approach to defining, collecting, analysing, and distributing intelligence on customer behaviour, segmentation, trends, competitors, brand performance, market dynamics and key opportunities for the different lines of business.
- Key output is assimilating insights for decision-making and commercial optimization.
- Insights will inform strategic and tactical decision-making across the business, directly influencing all customer segments, products, propositions, and brand initiatives.
Your responsibilities will include:
- Assimilating Insights for Commercial Opportunity Optimization
- Drive business growth by embedding actionable insights across marketing, product, proposition, channel, and brand teams, ensuring function assimilates insights to drive commercial growth across customer segments and propositions.
Customer-Centric led Strategic Approach
- Drive customer segment centric approach to insights and research ensuring business understands trends, needs, products, competitive landscape and how brand can be more meaningfully differentiated across each customer segment and line of business.
Demand-led Growth Insights Planning
- Define market growth opportunities “Where to play” and support Business Planning
Insights and Research Integration
- Maximize the value of insights by integrating structured and unstructured data from internal and external sources.
- Develop and implement strategic research projects and new analytical capabilities.
System and Framework Development
- Establish fit-for-purpose systems and frameworks to deliver strategic research outcomes effectively.
Customer Perspective
- Bring the customer voice into business decisions through market analysis and actionable recommendations.
Agency and Technology Management
- Oversee external research agencies and manage research technology platforms, ensuring integration across the business.
Execution of Research
- Lead all planned, sequenced, and ad hoc research required by business units.
- Identify appropriate methodologies and ensure rigorous data collection and analysis.
Insight Application
- Use research findings to identify business opportunities and gain internal buy-in for implementation.
- Present insights clearly to stakeholders through reports and presentations.
Team Leadership
- Define roles, goals, and responsibilities for research, analytics, and behavioural science teams.
- Foster a high-performance culture through coaching and leadership.
Centre of Excellence Development
- Design and implement the operating strategy for insights, research, and behavioural science.
- Build a culture where no major business decisions are made without analytical input.
- Lead behavioural science initiatives across the organization.
Innovation and Emerging Trends
- Introduce new technologies and research methodologies.
- Apply cutting-edge behavioural science techniques to support business goals.
- Use digital platforms to enhance customer engagement and democratize access to insights.
Change Management and Communication
- Lead change initiatives to drive an insights-led culture.
- Develop integrated change management plans and communicate effectively with stakeholders.
- Prioritize initiatives to align with organizational capacity and strategy.
Cost and Budget Management
- Oversee OPEX planning, budgeting, and financial management.
- Ensure alignment of resources with strategic priorities.
The ideal candidate for this role will have:
- Essential: Bachelor's degree in Commerce, Science, Business Science, Data Analytics, Data Science, or related field (e.g., Econometrics, Statistics)
- Advantageous: Master’s degree in a relevant field
- 8–10 years in strategic insights, research, analytics, or CRM
- 2–4 years applying behavioural science and strategy development
- 4+ years in leadership and people management
- Proven experience with segmentation models and CRM systems
Core competencies, knowledge, and experience:
- Expertise in research methodologies, data systems, and analytical tools
- Experience applying behavioural science to deliver commercial results
- Proficiency in big data analytics and segmentation (B2C, B2B and B2G)
- Deep understanding of market trends and insights influencing different lines of business
- Deep understanding of competitive landscape and ongoing analysis
- Ability to influence cross-functional teams and align stakeholders
- Strong relationship-building skills across all organizational levels
Closing date for Applications: 24 July 2025.
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