AI Researcher
Cape Town
About this role
AI Researcher
Department: Sales
Employment Type: Full Time
Location: Cape Town
Description
At Sabio Group, we're dedicated to fostering an environment where employees thrive. Since 1998, we've built a dynamic culture that is both challenging and fun, driven by a team of ambitious, knowledgeable individuals who are passionate about leading the AI CX revolution. We're seeking creative, resourceful people to join our fast-growing organisation, where you'll have the opportunity to develop your skills and contribute to a culture of continuous learning.
We work with some of the world’s largest organisations across various industries, delivering exceptional digital customer experiences through our unique blend of expertise, technology, and insight. As one of Europe’s fastest-growing providers of CX transformation solutions, we’re committed to sustainability, diversity, and inclusion, ensuring our workforce reflects the diverse society we serve. Join us and help shape the future of customer experience.
We are currently looking for a passionate and enthusiastic AI Research Analyst to join our team.
We look for people with the right cultural fit having what it takes to drive our business forward. We also look for people who are keen to develop new knowledge and skills, because our growth is ultimately dependent on yours. You will play an important role in driving change within our business, joining a department that is continually on a journey of change.
Role Purpose
To provide high quality insights into the top prospects globally who fit Sabio’s “Ideal Customer Profile” (ICP) for AI Transformation. Additionally, you will be identifying key contacts within those prospects who are considered high value targets such as “economic buyers” (people who hold the budget for AI transformative projects) and “champions” (people who Sabio can build a relationship with and who can sponsor Sabio into the business).
To provide high quality insights into the top prospects globally who fit Sabio’s “Ideal Customer Profile” (ICP) for AI Transformation. Additionally, you will be identifying key contacts within those prospects who are considered high value targets such as “economic buyers” (people who hold the budget for AI transformative projects) and “champions” (people who Sabio can build a relationship with and who can sponsor Sabio into the business).
Key Responsibilities
Prospect Identification & Market Mapping
- Ideal Customer Profile (ICP) Analysis: Identify organisations that fit Sabio’s "sweet spot"—typically large enterprises with complex, high-volume contact centres.
- Technology Stack Detection: Identify what contact centre platforms prospects currently use (e.g., identifying legacy on-premise Avaya or Genesys systems that are ripe for cloud migration and therefore AI adoption).
- Trigger Event Monitoring: Monitor news for "trigger events" that signal a need for Sabio’s help, such as:
- Announcements of new Digital Transformation initiatives.
- Sudden spikes in customer complaints on social media.
- New hires with “AI” or “Analytics/Data” roles.
- Mergers/Acquisitions (which often require merging two different CX environments).
"Outside-In" CX Auditing:
- Mystery Shopping: Actively test the prospect's customer service channels.
- Voice: Call their support line to measure wait times, IVR (Interactive Voice Response) frustration, and agent knowledge.
- Digital: Test their chatbots/webchat/email. Is it a dumb bot or an intelligent conversational AI? Does it seamlessly hand off to a human? What is the containment? Is there partial or full automation?
- Omnichannel & Data Gap Analysis: Identify disconnects between data & channels. (e.g., "I emailed them, but when I called, the agent had no record of my email or account details from my mobile.")
- Voice of the Customer (VoC) Analysis: Scrape and analyse review sites (Trustpilot, Google Reviews) and social media to find recurring themes in negative feedback (e.g., "I can never get through to a human," or "The chatbot is useless").
Strategic Sales Enablement
- Hypothesis Generation: Provide to marketing and sales functions a hypothesis of how Sabio can help.
- Example: "Prospect X has a 4.2-star product rating but a 1.5-star service rating due to long hold times. In addition, when calling their contact centre, customers are first presented with an out of date IVR which has limited intelligent routing: Hypothesis: They need Sabio’s AI self-service to deflect Tier 1 calls."
- Stakeholder Mapping: Identify the "Buying Committee." In CX, this is rarely just one person and should consist of economic buyers and champions. For example map out key contacts:
- The CIO/CTO (cares about cloud migration & security).
- The Head of Customer Service (cares about agent efficiency & NPS).
- The CFO (cares about cost reduction/ROI).
- Stay current with emerging generative AI technologies and contribute to internal capability building.
Skills Knowledge and Expertise
- Profiling: Proficiency with using applications and tools for research. Zoominfo, Demandbase, 6Sense, LinkedIn etc.
- CX & Digital Auditing: Ability to call a prospect and map and test the customer service and evaluate omnichannel hand-offs (e.g., switching from chat to voice).
- Social Listening & Sentiment Analysis: Using tools like Brandwatch or advanced search operators on Twitter/X, Trustpilot, and Glassdoor to aggregate unstructured feedback.
- Data Visualisation & CRM Literacy: Skill: Basics of Salesforce/Dynamics 365 (to input data). Excel, PowerPoint to visualise research for sharing with marketing and sales.
- Languages: Speaks fluent English with a strong 2nd language in French/Spanish
Core Competencies
- Analytical Thinking: Ability to evaluate complex technical challenges and architect scalable AI solutions.
- Innovation: Creative approach to applying AI technologies to real-world problems.
- Collaboration: Strong interpersonal skills to work effectively across technical and non-technical teams.
- Communication: Ability to translate technical concepts into clear, actionable insights.
- Customer Focus: Understand user needs and design solutions that deliver measurable value.
- Continuous Learning: Passion for staying up to date with the latest AI innovation,
- "Sales-Ready" Communication: The ability to summarise 10 hours of research into a 30-second "hook" or a single slide. Sales/marketing teams do not have bandwidth to read 20-page reports.
- Intellectual Curiosity: The drive to dig deeper. Not just noting "Wait times are long," but calling back at different times of day to see when and why they are long.
- Empathy (Customer & Agent): The ability to walk in the shoes of the prospect's customer. This helps in writing "Health Checks" that feel human and insightful, rather than robotic and critical.
Hypothesis Generation:
- Competence: The ability to look at a data point and formulate a sales angle.
- Root Cause Analysis (Outside-In): Deducing internal technical failures from external symptoms.
- Commercial Acumen: Understanding the cost or impact of the problem. For example - estimating that "If they have 500 agents and this bad process wastes 30 seconds per call, that is costing them £X million a year.”
Benefits
This is your chance to join and friendly and passionate team that will motivate you to learn and develop your career in the company.
Benefits may include:
Benefits may include:
- Remote/Flexible work
- Discovery Medical Aid
- Connectivity Allowance
- 15 days paid holiday a year- (this includes three Sabio days)
- Momentum EAP
The Small Print
Strictly No Agencies; any submission of resumes without prior request from Sabio Group will not be deemed as an introduction and therefore will not warrant an introduction fee. All applicants must have the right to work in the territory to which the role relates (UK & EU). Sabio Group are unable to offer sponsorship on any roles advertised.
Company at a glance
We bring together expertise in cloud migration, cutting-edge CX technologies and powerful customer insight to deliver exceptional end-to-end customer experiences.
Sabio Group is a global digital customer experience (CX) transformation specialist with major operations in the UK (England and Scotland), Spain, France, Netherlands, Denmark, Malaysia, Singapore, South Africa and India.
Through its own technology, and that of world-class technology leaders such as Amazon Connect, Avaya, Genesys, Google Cloud, Salesforce, Twilio and Verint, Sabio helps organisations optimise their customer journeys by making better decisions across their multiple contact channels.
The Group works with major brands worldwide, including Aegon, AXA Assistance, BBVA, BGL, Caixabank, DHL, loveholidays, Marks & Spencer, Rentokil Initial, Essent, GovTech, HomeServe, Saga, Sainsbury’s Argos, Telefónica and Transcom Worldwide.
IndustryIT Services and IT Consulting
Location
Cape Town, Western Cape, South Africa
Websitesabiogroup.com
Know someone who'd be great for this?