Senior Data Scientist – Member Experience

This is a fully remote position, open to applicants in Alaska, +7 more states.

📋 Description

• Develop and sustain a high-quality scoring classifier for support interactions utilizing contemporary NLP and LLM methodologies, which includes evaluation, versioning, and ongoing accuracy assessment processes.

• Create and implement support performance metrics and analytics, including member effort and case complexity.

• Improve forecasting models for support volume, capacity, and staffing requirements by leveraging strategic business signals.

• Establish a data layer that connects support interactions to distinct member identities and lifecycle data for the analysis of support quality, NPS, CSAT, retention, and churn.

• Collaborate with Member Experience, operations, and cross-functional stakeholders to identify challenges and convert business needs into scalable data solutions.

• Develop recurring dashboards, reporting tools, and decision-support systems that focus on support quality, operational performance, and member outcomes.

• Employ SQL, Python, and data engineering expertise to transform fragmented operational data into reliable insights and production-ready systems.

⛳️ Requirements

• Over 6 years of experience in data science, machine learning, or advanced analytics, managing high-impact business issues from start to finish.

• Proficient in SQL and Python.

• Experience in constructing analytical data models, machine learning workflows, and measurement systems of production quality.

• Familiarity with building and assessing NLP or LLM-based models, preferably including open-source model workflows, structured evaluation, and monitoring of model quality.

• Background in forecasting, time series modeling, or other quantitative techniques for operational planning and business decision-making.

• Strong intuition in data engineering and experience in unifying and transforming data from multiple systems into dependable, scalable datasets.

• Knowledge of modern cloud and data platforms such as Databricks, AWS, dbt, Snowflake, or similar technologies.

• Capability to convey complex analytical concepts to non-technical stakeholders and translate model results into actionable insights.

• Experience collaborating with cross-functional and distributed teams in dynamic environments.

🏝️ Benefits

• Competitive salary and equity packages

• Health, dental, vision insurance, and mental health resources

• An Oura Ring of your own plus employee discounts for friends & family

• 20 days of paid time off plus 13 paid holidays plus 8 days of flexible wellness time off

• Paid sick leave and parental leave