Data Science-Analyst
United IT Solutions
Role : Data Science-Analyst
Location : San Diego CA / MTV CA (5 Days working) Qualifications
Responsibilities
Location : San Diego CA / MTV CA (5 Days working) Qualifications
- 8+ years of experience in data science, analytics, or a related field.
- Proven ability to extract insights from data and communicate compelling data-driven stories that drive business impact.
- Excellent SQL skills for data extraction, manipulation, and pipeline development.
- Expertise in data visualization tools (e.g., Tableau, Qlik).
- Experience with Python or R for advanced analytics, modeling, and automation is a plus.
- Familiarity with big data tools (e.g., Snowflake, Spark, Databricks) is a plus.
- Machine learning and Generative AI experience is a plus.
- Ability to manage multiple projects simultaneously in a fast-paced environment.
- Strong problem-solving and end-to-end quantitative thinking skills.
- Passion for mentorship and developing talent within the team.
Responsibilities
- Drive Business Impact through Localized Analytics
- Identify and develop key performance metrics to measure the effectiveness of Canadian assisted offerings, including Full Service, Business Tax, Assist & Review, Audit Coach, and Audit Defense.
- Partner with cross-functional leaders across operations, product, and engineering to deliver insights that improve customer experience, reduce friction in human assisted flows, and support service consistency across English and French-speaking customers.
- Automate and maintain localized reporting to support real-time, data-informed decision-making year-round and through the tax season.
- Elevate Data Infrastructure & Modeling for Canada
- Extend and adapt core dashboards and models to meet Canadian requirements, incorporating localized taxonomy, metric definitions, and region-specific workflows.
- Lead development of segmentation frameworks (e.g., digital vs. expert support) to guide proactive help strategies and improve resolution outcomes.
- Optimize data pipelines and ensure robust, scalable infrastructure to support business intelligence across the Canadian expert support ecosystem.
- Improve Operational Efficiency & Seasonal Readiness
- Analyze channel efficiency metrics - such as customer serving time and digital help and escalation trends - across chat, async, and voice to inform staffing, routing, and tooling decisions.
- Support operational planning and execution throughout the season, including launch readiness, backlog management, and change management aligned with Canadian compliance and service expectations.
- Drive clarity and understanding of KPI performance, including establishing data-driven metric targets, performing root cause analysis, and developing automated processes for key stakeholders.
- Influence Strategy Through Insightful Storytelling
- Deliver clear, compelling narratives that translate complex analytical findings into actionable recommendations for both technical and non-technical audiences.
- Aggregate VOC (voice of customer) signals - spanning surveys, chat, and call data - to proactively shape various customer journeys and surface opportunities for experience improvement.
- Collaborate closely with senior leaders and cross-functional stakeholders to ensure alignment on strategy, service quality, and customer success in the Canadian market.
Vacancy posted 2 days ago
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