Data Scientist, Customer Care

As part of the Customer Care team, you will work alongside talented and passionate Customer Experience professionals that are focused on improving the experience we provide to our customers each and every day, while simultaneously driving solutions that help improve operational efficiencies. You will support these goals by sourcing a wide range of data from across our business, including third party platforms, to help gain greater insights into business performance, trends and predictive measures. In addition, you will also design and develop vital data pipelines and leverage machine learning capabilities that will enhance existing, and support new, artificial intelligence and automation solutions.

The ideal candidate will be a collaborative problem solver, who has a strong passion for improving the customer experience while driving operational improvements. You will enjoy using data, analytical frameworks and data science tools to proactively gain greater insights into the customer journey and our operational performance. You will enjoy working alongside our highly talented Customer Experience team while also having the ability to work independently.

You will…

• Develop an in-depth understanding of HelloFresh's primary product and processes
• Be a subject matter expert and technical resource for documenting and building data pipelines, developing predictive models, implementing artificial intelligence and machine learning capabilities and process automation
• Use data and business acumen to create predictive data models and visualizations that depict trends in key performance indicators, such as: customer care volumes; customer experience; customer care operational performance; quality; forecast accuracy and other Workforce Management measures; and financial performance
• Have a strong combination of both data science capabilities and deep understanding of business acumen and processes
• Work and collaborate closely with the Customer Care teams and associates across our business to understand their operational, data and system objectives and proactively implement solutions that drive improvements in operational performance and the customer experience
• Support and enhance the design, development and operations of various artificial intelligence, machine learning and self service applications such as chat and voice bots
• Conduct root cause analysis and present insights in a fashion that simplifies the logic of the analysis to HelloFresh partners
• Maintain predictive models to help inform the decision-making process across the Customer Care team
• Use various data collection and analytical techniques including SQL, Python, R, etc to compose and increase complex queries against relational databases across the business and third party applications
• Assume and perform other responsibilities not specifically outlined herein, but which are logically inherent to the position.

You are…

• Communicative and send clear messages verbally and in written form of complex (often technical) information to different types of audiences
• A friend to data and analytics. Conduct data analysis/synthesis, process mapping, gap analyses, and solution development
• Agile - works in an ambiguous setting; demonstrates a data-driven focus in all work
• A demonstrator of technical skills and proficiency through presentation and analytical tools necessary for creating visually and verbally engaging content/reports
• A numbers person - you excel in quantitative environments, help bring structure to the ambiguous
• Achievement-motivated - You love transforming data into meaningful outcomes
• Comfortable presenting insights to different levels of HelloFresh leadership
• A "Foodie"- fanatical about food!

You have...

• BA/BS degree a STEM discipline preferred
• 2-4 years of data science experience required
• Fluency in SQL, Tableau, and Python required
• Experience working with Big Data Technologies (Hadoop, Spark) required
• Proven experience in conversational AI as well as NLP is a plus
• Experience in a call center environment or with CRM systems is a plus
• Experience working with data lake and data warehouse technologies preferred
• This position's essential functions demand the performance of the following physical requirements with or without reasonable accommodation:
• Prolonged periods working at a desk and on a computer
• Reading information on a computer screen and inputting data into a computer system

You’ll get…

• Competitive Salary & 401K company match that vests immediately upon participation
• Generous parental leave of 16 weeks & PTO policy
• $0 monthly premium and other flexible health plans effective first day of employment
• 75% discount on your subscription to HelloFresh (as well as other product initiatives)
• Snacks, coffee & catered meals
• Company sponsored outings & Employee Resource Groups
• Collaborative, dynamic work environment within a fast-paced, mission-driven company