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Data Scientist II - Customer Experience
Full-time
This role focuses on hands-on analytical and data science work to uncover patterns, predict outcomes, and quantify drivers of customer experience and product support performance. The Data Scientist applies statistical analysis, machine learning, and experimentation to solve well-defined problems and support larger CX insight initiatives. This is a strong technical individual contributor role, partnered closely with senior analysts, data engineers, and business stakeholders.
Key Responsibilities
Perform exploratory data analysis to identify patterns in customer behavior, service performance, and operational outcomes.
Build statistical and machine learning models to support CX use cases such as issue drivers, service outcomes, and risk prediction.
Develop and validate models using Python and enterprise ML platforms.
Work with structured and semi-structured data from Snowflake, SAP, Salesforce, telephony systems, and enterprise data warehouses.
Translate analytical outputs into clear findings and visualizations in support of broader CX narratives.
Qualifications
3+ years of hands-on experience in analytics or data science roles.
Strong proficiency in Python and solid SQL skills with large enterprise datasets.
Experience applying ML techniques in CX, service, or operational contexts.
Exposure to NLP, text analytics, or unstructured customer data.
Experience with data visualization tools (Power BI and/or Tableau).
