Senior Data Scientist, Customer Experience

Remote - US / Canada

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Posted 1 week ago

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

Who We Are:

GitHub is the developer company. We make it easier for developers to be developers: to work together, to solve challenging problems, and to create the world’s most important technologies. We foster a collaborative community that can come together—as individuals and in teams—to create the future of software and make a difference in the world.

Leadership Principles:

Customer Obsessed - Trust by Default - Ship to Learn - Own the Outcome - Growth Mindset - Global Product, Global Team - Anything is Possible - Practice Kindness

Why You Should Join:

At GitHub, we constantly strive to create an environment that allows our employees (Hubbers) to do the best work of their lives. We've designed one of the coolest workspaces in San Francisco (HQ), where many Hubbers work, snack, and create daily. The rest of our Hubbers work remotely around the globe. Check out an updated list of where we can hire here: https://github.com/about/careers/remote

We are also committed to keeping Hubbers healthy, motivated, focused and creative. We've designed our top-notch benefits program with these goals in mind. In a nutshell, we've built a place where we truly love working, we think you will too.

GitHub is made up of people from a wide variety of backgrounds and lifestyles. We embrace diversity and invite applications from people of all walks of life. We don't discriminate against employees or applicants based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or any other differences. Also, if you have a disability, please let us know if there's any way we can make the interview process better for you; we're happy to accommodate!

Please note that benefits vary by country. If you have any questions, please don't hesitate to ask your Talent Partner.

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Job tags: Cross-functional Customer success ETL Python R Research SQL
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