Senior Data Scientist

Job Overview

We are seeking a highly motivated and experienced Senior Business Data Analyst to join our Customer Success Analytics Team. In this role, you’ll drive data-driven strategies that optimize both human-assisted support experiences and the broader end-to-end customer journey. By partnering with cross-functional teams, you’ll deliver insights that enhance service design, improve operational efficiency, and elevate overall customer satisfaction. This is a unique opportunity to make a meaningful impact on both support experiences and strategic customer initiatives. If you’re passionate about shaping the future of customer success through data, we’d love to hear from you!

Responsibilities

• Define KPIs and Success Metrics: Establish key business indicators for projects, ensuring alignment with company objectives and clear measures of success.
• Strategic Recommendations: Provide actionable recommendations using diverse data sets and business knowledge, even when complete data is unavailable, to support strategic decisions.
• Data Visualizations: Translate complex data into clear, accessible visualizations that help stakeholders understand key insights and make informed decisions.
• Experimentation & A/B Testing: Design, execute, and analyze A/B tests and other experiments using a hypothesis-driven approach. Provide insights and recommendations based on test outcomes to optimize business strategies.
• Predictive Analytics & Modeling: Develop predictive models and methodologies to uncover growth opportunities and support long-term business planning.
• Enable Self-Serve Analytics: Define and implement standardized metrics, reports, and dashboards. Work with Data Engineering to ensure data quality and enhance real-time analytic capabilities.
• AI/GenAI Integration: Collaborate with AI teams to integrate AI/GenAI solutions into business processes, enhancing efficiency and innovation.
• Cross-Functional Collaboration: Partner with product, digital and customer support teams to identify opportunities, create data-driven strategies, and influence decision-making.
• Stay Current with Industry Trends: Keep up with evolving trends and advancements in data analytics to drive innovation and continuously improve business processes.

Qualifications

• 4+ years of experience working with product analytics, web analytics, customer care analytics, or other customer experience analytics
• Advanced proficiency in SQL, “big data” technologies (e.g., Redshift, Spark, Hive, BigQuery), and BI tools (e.g., Tableau, Qlik, Dash). Qlik certification is a big plus
• Intermediate knowledge of designing experiments (A/B/n) and measuring their impact using descriptive and inferential statistical methods
• Early understanding of Causal Inference methods (Propensity Score, DiD, Synthetic Control, etc..) and when to use them to answer key business questions
• Knowledge of programming languages (e.g., Python, R) and building ML models (supervised and unsupervised)
• Experience with AI/GenAI tools for automating tasks and building custom implementations is highly preferred
• Strong data storytelling skills, with a proven ability to rapidly construct impactful visualization, communicate insights and influence leadership
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with technical and non-technical teams
• Comfortable working in a fast-paced environment and have flexibility to shift priorities when needed
• Bachelor’s degree in Engineering, Data Science, Statistics, Mathematics, Computer Science, Economics or related quantitative field; Master’s Degree preferred; Equivalent experience will be considered