Data Scientist V (Customer Insights and Analytics)

We re looking for a Data Scientist (Customer Insights and Analytics) to join our team and help make every step of the customer journey better. By analyzing customer signals, uncovering opportunities, and bringing insights to life through compelling storytelling, you ll help teams make smarter, more customer-centric decisions. Working across functions, you ll shape and deliver strategies that strengthen customer satisfaction and loyalty. Bring your experience in CX/VoC, your data-analysis skills, and your passion for putting customers first, and help shape the future of our customer experience program. Responsibilities Work with large and complex datasets to solve challenging problems using various analytical and statistical approaches.Synthesize and analyze customer signals from multiple sources (e.g., surveys, digital analytics, behavioral, and operational data) across end-to-end customer journeys to identify trends, pain points, and areas for improvement.Apply advanced statistical modeling, machine learning, and natural language processing (NLP) to analyze large-scale customer support interactions (e.g., chat logs, call transcripts, support tickets) and extract actionable insights.Use clustering and segmentation techniques to identify common customer issues and recommend targeted solutions or self-service resources.Integrate customer feedback data with other transactional, operational, and behavioral data sources to create a comprehensive picture of customer experience drivers.Use various statistical techniques to surface and rank the drivers of core and inferred metrics, separating meaningful signal from noise.Define, test, and launch a comprehensive customer support and CX metric scorecard that tracks key performance indicators, uncovers underlying operational and experiential drivers across digital, AI, and human-assisted supportDemonstrate the ROI of CX by establishing the relationship between customer metrics and business outcomes.Design, prompt, and orchestrate AI systems to automate data analysis, synthesize insights, and execute multi-step analytical tasks (e.g., prompting agents to run analysis, clean datasets, or build visualizations).Advocate for customers and influence corrective actions through periodic and ad hoc reporting, proactively evangelizing insights among key stakeholders.Communicate complex technical concepts to non-technical stakeholders. Required Qualifications Degree in Analytics, Statistics, Mathematics, Computer/Data Science, Engineering, or a related field.Minimum 8 years of experience in data analytics, data science, or related fields.More than 2 years of experience in customer experience, customer support, or customer insights analytics.Proficiency in crafting compelling stories using complex data sources to provide actionable insights tailored tostakeholders needs.Experience working with Customer Experience or Voice of Customer metrics (NPS, CSAT, etc.), surveys, andcustomer feedback.Strong programming skills in Python, R, and SQL.Strong proficiency in utilizing statistical analytics techniques (e.g., correlation analysis, multivariate regression,and feature-importance methods).Proficiency in conducting predictive analytics or running ML/AL techniques.Proficiency in AI-powered tools and demonstrated working knowledge of Generative AI technologies foranalytics and reporting (e.g., LLMs and AI agents).Demonstrated ability to work collaboratively with cross-functional teams. Preferred Qualifications Master's or Ph.D. in a quantitative field.Familiarity with consumer electronics or retail business.Experience with machine learning libraries such as Pandas, scikit-learn, TensorFlow, or PyTorch. Benefits 401(k).Dental Insurance.Health insurance.Vision insurance.We are an equal-opportunity employer and value diversity, equality, inclusion, and respect for people.The salary will be determined based on several factors, including, but not limited to, location, relevant education, qualifications, experience, technical skills, and business needs. Additional Responsibilities Participate in OP monthly team meetings and participate in team-building efforts.Contribute to OP technical discussions, peer reviews, etc.Contribute content and collaborate via the OP-Wiki/Knowledge Base.Provide status reports to OP Account Management as requested. About Us At OP, we help you harness the power of technology for maximum impact. A technology consulting and solutions company, we offer advisory and managed services, innovative platforms, and staffing solutions across a wide range of fields including AI, cyber security, enterprise architecture, and beyond. For nearly two decades, we ve been challenging the status quo of the consulting industry serving up fresh, ingenious thinking through a radically lean structure. Together, this strategy delivers unprecedented performance at an unparalleled pace for faster results that propel your business forward.