Senior Data Scientist

Senior Data Scientist – Call Center Innovation Lab

We are seeking a highly curious, execution‐focused Senior Data Scientist to play a critical role in advancing the Call Center Innovation Lab (CCIL). This contract role is ideal for someone passionate about applying AI, advanced analytics, and Contact Intelligence to improve digital self‐serviceability, customer experience, and call center efficiency at scale. In this role, you will partner closely with Call Center Operations, Digital, and Analytics stakeholders to analyze call center interactions and digital capabilities, identify high‐impact self‐service and experience opportunities, and build a scalable analytical framework that can be extended across business units. Your work will directly influence enterprise digital self‐serviceability measurement, prioritization of digital investments, and contact deflection strategies.

Key Responsibilities

• Lead end‐to‐end analytical execution for CCIL initiatives, including opportunity identification, metric definition, framework design, analysis, and insight generation.
• Analyze call center interaction data (e.g., call topics, transcripts, summaries) to identify member service drivers, efficiency gaps, and digital self‐service opportunities.
• Develop and operationalize a standardized digital self‐serviceability framework that is scalable, maintainable, and adaptable as digital capabilities evolve.
• Partner closely with Digital SMEs to assess which member needs and call drivers are addressable through existing or planned digital features.
• Apply NLP, LLMs, and GenAI techniques to extract insights from unstructured data such as call transcripts.
• Design and evaluate pilots, experiments, or quasi‐experiments to quantify impact and inform data‐driven decisions.
• Translate complex analytical findings into clear, actionable insights and narratives for both technical and senior business stakeholders.
• Support the transition of analytical outputs into dashboards, scorecards, or reusable data assets, in collaboration with data engineering and platform partners.

Required Qualifications

• 3+ years of experience in data science or advanced analytics, with demonstrated experience delivering end‐to‐end analytical or modeling solutions.
• Strong hands‐on experience with SQL and Python for data analysis and modeling.
• Hands‐on experience applying LLMs, NLP, or GenAI techniques to text or conversational data (e.g., call transcripts, chat logs).
• Experience designing and evaluating experiments, pilots, or A/B tests, and translating results into business recommendations.
• Experience building analytical assets intended for ongoing use (e.g., frameworks, scorecards, dashboards), including iteration and refinement.
• Strong communication skills, with the ability to clearly explain insights, trade‐offs, and recommendations to both technical and non‐technical audiences.
• Demonstrated ability to work cross‐functionally and navigate ambiguity in fast‐moving environments.
• Experience with version control (e.g., Git) and familiarity with modern data workflows or orchestration tools.

Preferred Qualifications

• Experience working with call center, virtual assistant, or contact center data (voice, transcripts, chat, IVR, routing, agent interactions).
• Familiarity with Vertex AI and Google Cloud Platform, or equivalent enterprise AI platforms.
• Experience analyzing digital, customer interaction, or call‐center data.
• Ability to communicate technical tradeoffs and business impact to senior stakeholders.

Education

• Bachelor's degree in computer science, Engineering, Analytics, Statistics, or a related quantitative field.
• Master's degree preferred.