Tech Stack

Description

You will define and lead the insights strategy for Headway's customer experience ecosystem, partnering with Product, Engineering, and Customer Experience to improve support quality through data-driven decisions.

Requirements

• 8+ years in data science or analytics roles
• 3+ years managing and developing teams
• Experience with customer experience, support systems, or service operations
• Deep expertise in measurement science and causal inference, especially Bayesian A/B testing
• Proficiency in SQL, Python or R

Responsibilities

• Lead and grow a high-performing team of Data Scientists
• Develop quarterly roadmaps with cross-functional partners and align Data Science resources
• Drive insights through strategic analysis, reporting, predictive modeling, and experimentation
• Architect a measurement framework for customer sentiment and improvement levers
• Translate complex technical findings into actionable recommendations for executives