Data Scientist role emphasizing business insights and collaboration in insurance analytics. Involves working with clients and analyzing data for problem solving in various functional areas.
About the role
- Lead Product Analytics Consultant at Wells Fargo analyzing customer interactions with a focus on cloud data platforms and NLP techniques. Collaborating with teams to enhance decision-making and operational efficiency.
Responsibilities
- Collect, clean, and analyze contact center performance data from multiple sources (CRM, telephony systems, workforce management tools).
- Develop KPIs and insights such as Average Handle Time (AHT), Service Level, First Call Resolution (FCR), and Customer Satisfaction (CSAT).
- Identify trends, anomalies, and root causes impacting operational performance.
- Provide actionable insights to improve agent productivity, call routing efficiency, and overall customer experience.
- Partner with operations leaders to recommend process improvements based on data-driven findings.
- Forecast call volumes and staffing needs using historical data and predictive models.
- Design and implement analytics solutions for cloud-native applications and services.
- Collect, process, and analyze product usage data from distributed cloud environments.
- Collaborate with product managers, engineers, and data teams to define key metrics and success criteria.
- Build and maintain scalable data pipelines leveraging cloud-native tools (e.g., Azure, GCP).
- Apply advanced analytics techniques (e.g., cohort analysis, churn prediction, A/B testing) to drive product decisions.
- Present analytical findings to leadership in clear, actionable formats.
- Translate complex data into business-friendly insights for non-technical stakeholders.
- Develop SQL queries and analyze call transcriptions to identify patterns and trends.
- Use speech analytics tools and NLP frameworks—including machine learning—to extract insights from customer interactions and recommend business improvements.
- Debug and optimize complex queries, leveraging AI coding tools to enhance productivity.
- Mentor other analytics consultants in NLP techniques, cloud-native coding practices (e.g., GCP), and result interpretation.
Requirements
- 5+ years of Analytics experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
- Fluent in Spanish.
- 4+ years of SQL experience.
- Experience with industry-standard speech analytics tools (e.g., Nexidia, Verint).
- 4+ years of hands-on experience with Python or R.
- Knowledge of statistical research methods and analysis.
- 2+ years leading projects independently from ideation to delivery
- Strong data visualization skills using tools like PowerPoint, Think-cell, Looker, Tableau, Flask/Shiny, Matplotlib, or GGPlot.
- Experience querying databases and creating ad hoc reports in Google Cloud Platform (GCP).
- Ability to perform root-cause analysis for process improvements.
- Ability to thrive in a fast-paced, high-demand environment while managing multiple priorities.
Benefits
- Health benefits
- 401(k) Plan
- Paid time off
- Disability benefits
- Life insurance, critical illness insurance, and accident insurance
- Parental leave
- Critical caregiving leave
- Discounts and savings
- Commuter benefits
- Tuition reimbursement
- Scholarships for dependent children
- Adoption reimbursement
Job title
Job type
Experience level
Salary
Degree requirement
Tech skills
Location requirements
Product Analytics Team Lead at Patrianna shaping analytics team and driving growth through data - informed insights and AI analysis. Collaborating with various stakeholders for actionable recommendations.
Data Scientist at Midas focusing on transforming finance through machine learning solutions and AI technologies in Turkey. Collaborating with various teams to deliver valuable insights and predictive models.
Clinical Data Manager responsible for enhancing clinical data workflows at Hilo by Aktiia. Ensuring accurate data processing and execution of clinical studies with a focus on quality outcomes.
Data Scientist responsible for developing AI solutions in telecom networks. Collaborate with cross - functional teams to optimize and implement data science models.
Data Scientist developing advanced statistical models and algorithms for retail insights at Walmart. Collaborating across divisions to enhance operational analytics and data - driven decision making.
Data Scientist II leveraging advanced statistical methods and machine learning at F5. Join the Data & Insights team to create impactful data products and drive business success.
Associate Data Scientist at Kyndryl's AI Innovation Hub transforming raw data into actionable insights. Collaborating with senior scientists to develop machine learning models and tackle real business challenges.
Data Scientist at Target responsible for developing and managing predictive algorithms using large - scale data. Collaborating with teams to optimize retail solutions and improve decision - making processes.
Data Scientist at PwC creating AI and machine learning solutions. Working with global teams to address diverse business challenges while mentoring junior members.