Lead development of customer contact and pain based analytics (dashboards, models, deep dive insights) Identify top drivers of customer contacts, repeat issues, escalations, and effort Build and evolve a Predictive Escalation Model using contact patterns, resolution signals, and sentiment indicators Quantify customer pain using contact volume, resolution, and sentiment signals Link call drivers directly to products, features, or journeys Enable outcomes such as contact reduction, improved FCR, and faster resolution Present clear, actionable insights to senior CX and Product stakeholders Provide technical guidance and quality review for other data scientists ________________________________________ 6-8+ years of experience in Data Science, Advanced Analytics, or Applied Machine Learning Proven ability to translate analytical work into clear business decisions, recommendations, and action Experience working closely with Product, Engineering, CX, or client stakeholders Comfortable operating as a senior individual contributor with ownership and influence Experience collaborating within a broader analytics or data science organization This role values technical leadership and outcome ownership over formal people management Advanced proficiency in Python and SQL Strong experience with data science libraries and frameworks (e.g., pandas, scikit‑learn) Experience with classification, clustering, forecasting, and prioritization problems Experience working with large, messy, real‑world datasets common in operational or customer‑facing systems Familiarity with at least one cloud data platform (GCP, Azure, or AWS), through hands‑on development or close collaboration with data engineering teams Experience visualizing insights using Power BI, Tableau, Looker, or similar tools Strong grounding in statistics, experimentation, hypothesis testing, and model evaluation Ability to perform deep error analysis and align modeling decisions to business impact Pragmatic mindset that balances scientific rigor with delivery and usability ________________________________________ Experience with customer experience or contact center analytics NLP or text analytics (call drivers, case notes, customer feedback) ________________________________________
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