Job Description
We are seeking a highly experienced Senior Data Scientist to drive predictive analytics and AI‑enabled insights across customer experience, support, and digital funnel interactions. This is not a net‑new role—it is a critical, long‑standing function within the organization that requires deep technical expertise, strong independent execution, and the ability to design analytical systems that directly inform business decisions.
This role goes beyond traditional analytics. We’re looking for someone who can combine classical data science rigor with modern AI‑assisted workflows to accelerate model development, improve prediction quality, and bring advanced insights into production.
What You’ll Be Working On
You will lead and evolve predictive models that help the business better understand customer behavior, sentiment, and outcomes—particularly in environments involving customer surveys, digital support journeys, and agent‑assisted interactions.
Key project examples include:
- Building and refining prediction models that estimate customer survey responses with high accuracy (recent models achieved ~80% accuracy based on customer attributes and interaction data).
- Developing customer segmentation models to identify patterns tied to positive or negative customer experiences.
- Creating predictive systems that forecast outcomes such as sentiment scores, likelihood of escalation, or satisfaction based on customer behavior and interaction history.
- Analyzing how different products, experiences, or support paths impact customer sentiment (e.g., understanding the likelihood of positive vs. negative outcomes across different workflows or product variants).
- Moving beyond descriptive analytics into fully predictive, production‑ready systems that generate actionable business insights.
- This work spans both human‑assisted support and digital/self‑service experiences (e.g., customers moving through online funnels, support sites, or help platforms).
How AI Fits Into This Role
AI is not used here as a basic productivity tool (e.g., simple SQL or Python fixes). We are looking for someone who can leverage AI as a force multiplier in their workflow.
Examples include:
- Using modern AI tools (e.g., Claude Code or similar environments) to rapidly design, iterate, and validate predictive models.
- Translating business problems into model requirements and collaborating with AI tools to accelerate development and experimentation.
- Owning the creation, evaluation, and deployment of models—not simply consuming outputs from existing systems.
- Applying AI thoughtfully to automate or accelerate analytical work while maintaining strong data science methodology and judgment.
- Hands‑on experience experimenting with or developing these workflows—professionally or personally—is highly valued.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Required Skills & Experience
-Senior‑level data science background with predictive modeling and ML
-Experience explaining why a model was chosen and how it performs
-Built systems that predict customer outcomes or values (e.g., sentiment, likelihood, satisfaction)
-Strong statistical and data science fundamentals
-Comfortable owning work end‑to‑end with minimal oversight
-Ability to adapt quickly to new AI technologies
-Experience in customer experience, marketing analytics, ecommerce, or support analytics
-Personal or professional experience experimenting with AI‑assisted modeling workflows
Nice to Have Skills & Experience
-Background in survey data or customer sentiment analysis
Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.