Data Scientist – Customer Journey & Call Center Analytics

About the role

Do you enjoy telling stories through data and working with large datasets? Our Sales Planning team is looking for a Data Scientist to explore customer journey touchpoints, develop dashboards and reports that drive meaningful change in our Call Center. You’ll use your business acumen to turn data‑driven insights and analysis into actionable strategies that enhance performance and customer experience.

Key responsibilities

• Write SQL queries and Python code to retrieve, process, and analyze large datasets.
• Construct efficient multi‑threaded data models from large data sets.
• Develop dashboards and create visual reports for both daily operations and executive‑level insights.
• Apply statistical analysis, predictive/prescriptive modeling, and forecasting to uncover business insights.
• Analyze customer journey touchpoints to identify trends, behavior patterns, and areas for improvement.
• Make data‑backed recommendations on Contact Center programs.
• Correlate omnichannel data for KPI tracking and manage cross‑platform reporting.
• Collaborate with stakeholders to understand business needs and deliver clear, actionable solutions.

Required profile

• Bachelor’s degree in Data Science, Statistics, Computer Science, Business or a related field.
• At least 2 years of experience in an analytical role.
• Strong attention to detail, analytical mindset and ability to manage multiple tasks.
• Comfortable working in a fast‑paced, dynamic environment with shifting priorities.
• Excellent written and verbal communication skills.

Required skills

• SQL
• Python
• Data modeling, data validation and QA
• Data mining and cross‑platform integrations
• Excel and PowerPoint
• Power BI
• Azure Data Lake
• Databricks
• Visual analytics, omnichannel data
• Azure Cognitive Services, speech analytics, sentiment analysis