Data Scientist - Survey Analytics

This individual will be the data science SME and analytics lead for the voice of the customer. The key responsibility is to engage with customer service, operations, and marketing teams to uncovers drivers of customer satisfaction (CSAT) and loyalty (NPS).

Responsibilities

• Analyze structured and unstructured survey data
• Build text classification or sentiment models to categorize feedback
• Conduct root cause analysis on CSAT or NPS surveys
• Recommend actions to drive positive customer experiences

Skills Requirement

• Bachelors degree in Engineering/Information Tecahnology/Computer Science/related Field
• 4-6 years' experience within the insurance industry, with a specialized understanding of Customer Experience (CX), CSAT, and NPS programs and methodologies. Stakeholder Management
• Proven experience in a customer-facing or consulting capacity, with a talent for empathizing with customer issues and translating them into analytical questions.
• Proficient in creating visual representations of data, such as charts and graphs, to communicate insights effectively. Able to translate customer pain points into data science hypotheses.
• Data Science Acumen: Deep understanding of statistical methods, experimental design, and various modeling techniques relevant to survey data, such as regression, ANOVA, and causal inference. Experience combining survey data with behavioral, operational and CRM data.

Technical Skills (Good to Have)

• Familiarity with data environments like Databricks, Google Vertex AI, and BigQuery is desirable.
• Strong familiarity with survey tools like Qualtrics, Medallia is an added advantage.