Data Scientist

Qualifications

• 8+ years of experience in data science, analytics, or a related field.
• Proven ability to extract insights from data and communicate compelling data-driven stories that drive business impact.
• Excellent SQL skills for data extraction, manipulation, and pipeline development.
• Expertise in data visualization tools (e.g., Tableau, Qlik).
• Experience with Python or R for advanced analytics, modeling, and automation is a plus.
• Familiarity with big data tools (e.g., Snowflake, Spark, Databricks) is a plus.
• Machine learning and Generative AI experience is a Must.
• Ability to manage multiple projects simultaneously in a fast-paced environment.
• Strong problem-solving and end-to-end quantitative thinking skills.
• Passion for mentorship and developing talent within the team.
• Proactive and growth-oriented mindset—you identify opportunities for innovation rather than just responding to problems.

1. Drive Business Impact through Localized Analytics

a. Identify and develop key performance metrics to measure the effectiveness of Canadian assisted offerings, including Full Service, Business Tax, Assist & Review, Audit Coach, and Audit Defense.

b. Partner with cross-functional leaders across operations, product, and engineering to deliver insights that improve customer experience, reduce friction in human assisted flows, and support service consistency across English and French-speaking customers.

c. Automate and maintain localized reporting to support real-time, data-informed decision-making year-round and through the tax season.

1. Elevate Data Infrastructure & Modeling for Canada

a. Extend and adapt core dashboards and models to meet Canadian requirements, incorporating localized taxonomy, metric definitions, and region-specific workflows.

b. Lead development of segmentation frameworks (e.g., digital vs. expert support) to guide proactive help strategies and improve resolution outcomes.

c. Optimize data pipelines and ensure robust, scalable infrastructure to support business intelligence across the Canadian expert support ecosystem.

1. Improve Operational Efficiency & Seasonal Readiness

a. Analyze channel efficiency metrics – such as customer serving time and digital help and escalation trends – across chat, async, and voice to inform staffing, routing, and tooling decisions.

b. Support operational planning and execution throughout the season, including launch readiness, backlog management, and change management aligned with Canadian compliance and service expectations.

c. Drive clarity and understanding of KPI performance, including establishing data-driven metric targets, performing root cause analysis, and developing automated processes for key stakeholders.

1. Influence Strategy Through Insightful Storytelling

a. Deliver clear, compelling narratives that translate complex analytical findings into actionable recommendations for both technical and non-technical audiences.

b. Aggregate VOC (voice of customer) signals – spanning surveys, chat, and call data – to proactively shape various customer journeys and surface opportunities for experience improvement.

c. Collaborate closely with senior leaders and cross-functional stakeholders to ensure alignment on strategy, service quality, and customer success in the Canadian market.