Business Intelligence Director

Teleperformance; Cape Town; On-site; ZAR 1,800,000 - 3,200,000; Full time

Job summary

Teleperformance seeks a seasoned Business Intelligence Director to lead its global MI, Data, and CX Insights function. You will shape the data strategy, drive standardisation, automation, and predictive analytics across regions and delivery centres to transform data-led decision making.

You will recruit and mentor high-performance analytics teams, engage with executives, and partner with operations and client leadership to ensure insights translate into commercial growth and improved customer

Qualifications

• 10+ years in BI, analytics or related strategy leadership roles.
• Proven global or multi-site BI capability building.
• Excellent executive engagement, strategic thinking, and change leadership ability.

Responsibilities

• Set and execute the global MI, Data, and CX Insights strategy across multiple GEOs.
• Standardise data governance, reporting frameworks, and insight capabilities globally.
• Lead CSAT, NPS, CX KPI measurement and drive action plans to elevate customer satisfaction and operational efficiency.
• Champion integration of advanced analytics, automation, and AI modelling to enhance forecasting accuracy and performance.
• Partner with Operations and Client Leadership to align insight outputs with commercial outcomes.
• Build and lead the Centre of Excellence to enable global insight maturity and standardisation.

Skills

Executive engagement

Strategic thinking

Change leadership

Team building

Education

Matric or Equivalent

Tools

PowerBI

Looker

Python

Power Query

Excel

Database knowledge

Job description

Overview

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