Senior Data Scientist - Customer Experience Analytics

Job Title: Senior Data Scientist - Customer Experience Analytics

Location: Remote, USA (Must be willing to support Central or Pacific Time working hours)

Duration: 12 Months to start with

Employment Type: Contract

We are seeking an experienced Senior Data Scientist to help drive customer-centric decision-making through advanced analytics, machine learning, and customer insights. This role will focus on understanding customer behavior, support interactions, feedback signals, and experience metrics to identify opportunities for business improvement and enhance overall customer satisfaction.

The ideal candidate combines strong analytical and statistical expertise with excellent storytelling skills and the ability to translate complex data into actionable recommendations for diverse stakeholders.

Responsibilities

• Analyze large and complex datasets to uncover trends, customer pain points, and business opportunities.
• Combine survey, behavioral, operational, and transactional data sources to create a holistic view of the customer journey.
• Apply statistical modeling, predictive analytics, machine learning, and natural language processing (NLP) techniques to generate business insights.
• Perform customer segmentation and clustering analyses to identify patterns and improvement opportunities.
• Develop and maintain customer experience measurement frameworks and KPI scorecards.
• Assess relationships between customer satisfaction metrics and business outcomes to quantify impact and ROI.
• Utilize AI-powered analytics tools and Generative AI technologies to automate analysis, reporting, and insight generation.
• Communicate complex analytical findings through compelling data storytelling and executive-level presentations.
• Partner with cross-functional teams to drive data-informed decisions and customer experience improvements.
• Deliver regular reporting and actionable recommendations to business stakeholders.

Required Qualifications

• Bachelor’s degree in Analytics, Statistics, Mathematics, Computer Science, Data Science, Engineering, or a related quantitative field.
• 8+ years of experience in Data Analytics, Data Science, or related analytical disciplines.
• 2+ years of experience supporting Customer Experience (CX), Customer Support, Customer Insights, or Marketing Analytics functions.
• Strong expertise in SQL.
• Proficiency in Python or R for analytics and modeling.
• Experience with statistical techniques such as regression analysis, correlation analysis, segmentation, feature importance analysis, and predictive modeling.
• Experience applying machine learning techniques to solve business problems.
• Hands-on experience working with customer feedback programs and customer experience metrics such as NPS, CSAT, CES, or similar measures.
• Experience using Generative AI, large language models (LLMs), or AI-powered analytics solutions.
• Strong communication and stakeholder management skills.

Preferred Qualifications

• Master's or PhD in a quantitative discipline.
• Experience within consumer technology, consumer electronics, retail, e-commerce, or customer-focused organizations.
• Experience with machine learning libraries such as Pandas, Scikit-learn, TensorFlow, or PyTorch.
• Experience analyzing support operations, customer service performance, or customer journey data.
• Background working in large-scale, data-driven organizations.