Jobs at DIB

Key Responsibilities: 1. Unstructured Data Strategy & ArchitectureOwn the unstructured data analytics strategy for Customer Intelligence, defining how text data is ingested, processed, classified, and reused across the enterprise.Design scalable frameworks for handling text from multiple sources, including:Complaints and case notesContact centre transcripts and chat logsApp reviews and digital feedbackSurveys, open-ended responses, and social mediaDefine taxonomies, ontologies, and classification logic to ensure consistency and longitudinal tracking.2. AI Modeling, NLP & Advanced Text AnalyticsDesign and develop predictive models to identify optimal product bundles based on customer behavior, needs, wallet share, demographics, and profitability signals.Build predictive revenue and cost models at customer, segment, and product level to support CLV projections across different time horizons.Develop propensity and predictive ranking models that determine the most relevant product or action for each customer across channels.Build early churn detection models using behavioral, transactional, complaint, and engagement signals to predict at‑risk customers before dropout.Make informed trade-offs between rule-based, statistical, and ML-based approaches based on scale, accuracy, and interpretability.Continuously monitor and refine models to manage drift, bias, and performance.Design and implement NLP models for:Topic modelling and theme extractionSentiment and emotion analysisIntent detection and driver analysisPattern detection and emerging issue identification3. Insight Generation & Business TranslationConvert complex NLP outputs into clear insight narratives aligned to customer outcomes and enterprise priorities.Link unstructured insights to structured data (e.g. NPS, volumes, complaints, operational metrics) to support root-cause analysis.Enable the Customer Intelligence function to move from anecdotal feedback to evidence-based prioritisation.4. Cross-Functional CollaborationPartner with Data Engineering to ensure robust pipelines, storage, and performance of unstructured datasets.Work closely with Complaints, Contact Centre, Digital, and Service teams to validate emerging themes and systemic issues.Support governance and executive reporting through reliable, explainable insight outputs.5. Governance, Ethics & Quality ControlEnsure all unstructured data analytics comply with data privacy, regulatory, and ethical standards.Establish quality controls and documentation so outputs are trusted and reusable.Maintain transparency and explainability of models used in decision-making.All the above accountabilities include but not limited to any additional/new tasks or responsibilities assigned by the line Manager. EducationBachelor’s degree in Data Science, Computer Science, Statistics, Applied Mathematics, or related fieldPostgraduate qualification preferredWork Experience:6–9 years of experience in NLP, text analytics, applied AI, or unstructured data analyticsDemonstrated experience working with large, messy, multi-source text datasetsExperience in financial services, regulated environments, or large enterprises strongly preferredTechnical competencies in:NLP frameworks and libraries (e.g. spaCy, Hugging Face, NLTK)Python and SQL for data processing and analysisTopic modelling, embeddings, clustering, and classification techniquesModel evaluation, drift monitoring, and explainabilityData pipeline and architecture collaboration (with Data Engineering teams) Show more Show less