Senior Data Scientist, Customer Experience

Website GitHub

US / Canada

GitHub helps companies, organizations, and groups of individuals succeed by allowing them to build better software, together. The engineering organization is looking for a motivated Data Scientist who will report into our Data Science group and closely partner with our Customer Experience and Support organizations to provide best in class insight generation to unlock company wide understanding of our customer’s experience and to communicate these findings in a way that nurture’s customer centricity throughout GitHub.

You’ll also closely partner with our Customer, Product and Support Analytics functions who help measure and make known the state of our business offerings in an effort to effectuate informed decisions.

GitHub is an exciting place to work joining a tight-knit environment of technical and business-minded individuals. This role is an individual contributor role with significant growth potential.

Responsibilities:

  • Engage strategic focus for the CX leadership team by deriving insights from the wealth of GitHub’s data that enable effective decision-making
  • Help define, quantify and improve the customer journey at GitHub through quantitative methods and research
  • Collaborate with cross-functional teams across Customer Experience, Support, Revenue, Product, Sales and Finance
  • Build quantitative models that can be used to measure customer sentiment/satisfaction, propensity to take certain actions and define play books to operationalize our customer success programs

Minimum Qualifications:

  • Passionate focus and empathy for customers and their experience using GitHub
  • 3+ years prior relevant experience
  • Capable of robust statistical analysis, ad hoc etl, writing data pipelines, basic tool dev
  • Experience articulating business questions and using mathematical techniques to arrive at an answer using available data.
  • Experience translating analysis results into business recommendations that can be crisply communicated to leadership
  • Demonstrated leadership and self-direction
  • Demonstrated willingness to both teach others and learn new techniques
  • Demonstrated effective written and verbal communication skills
  • Mastery of SQL
  • Fluency in Python or R (or equivalent) for statistical analysis, including exploratory, descriptive and inferential analysis

To apply for this job please visit boards.greenhouse.io.