Note: The job is a remote job and is open to candidates in USA. UnitedHealthcare is hiring an Enterprise Transfer Intelligence Data Scientist to advance its Contact Center Transformation transfer-reduction initiative. The role uses AI, machine learning, statistical modeling, and advanced analytics to identify transfer causes, develop intelligence products, and measure improvements in routing, operations, and customer experience.
Responsibilities
- Analyze transfer behavior across multiple lines of business to identify opportunities to reduce avoidable transfers
- Conduct destination analysis to identify transfer hotspots, recurring transfer patterns, ineffective handoffs, and routing breakdowns
- Identify and quantify drivers of multi-transfer, ping-pong, repeat-transfer, and incorrect-destination interactions
- Evaluate relationships between transfers and authentication outcomes, routing design, agent skill alignment, business processes, technology limitations, and customer needs
- Develop forecasting and scenario-modeling techniques to estimate the expected impact of potential transfer-reduction initiatives
- Deliver prioritized recommendations that influence routing strategies, staffing decisions, training investments, operational processes, and technology improvements
- Develop, maintain, and enhance advanced analytical models supporting enterprise transfer reduction efforts
- Operationalize and continuously improve transfer root-cause analytics capabilities
- Apply machine learning, natural language processing, large language models, and statistical techniques to analyze structured and unstructured datasets
- Monitor analytical model performance, identify drift, evaluate accuracy, and recommend enhancements
- Expand analytical solutions through integration of new data sources including call transcripts, routing activity, authentication outcomes, IVR interactions, queue behavior, and operational metrics
- Refine classification taxonomies, prompts, business rules, and analytical frameworks to improve insight quality and business value
- Research and evaluate emerging AI capabilities and determine how they can improve transfer analytics and opportunity identification
- Design, develop, and enhance enterprise Transfer Intelligence products and analytical solutions
- Support the evolution of Transfer Genie, Databricks-based products, semantic layers, and AI-enabled self-service experiences
- Develop reusable analytical assets, governed metrics, and scalable data products that support enterprise-wide transfer analysis
- Partner with stakeholders to prioritize future product enhancements and identify new analytical capabilities
- Translate complex analytical findings into intuitive and actionable business insights for technical and non-technical audiences
- Lead analytical investigations related to transfer-rate changes, migration impacts, routing concerns, authentication trends, and operational performance issues
- Analyze the impact of telephony, platform, and operational changes on transfer behavior
- Validate transfer classifications, business rules, and reporting logic to ensure consistency and accuracy across reporting products
- Identify the root causes of unexpected transfer trends and recommend remediation strategies
- Partner with operations, product, and technology teams to evaluate the effectiveness of implemented solutions and identify additional optimization opportunities
- Measure and quantify the effectiveness of transfer-reduction initiatives
- Establish methodologies to track business value and operational impact resulting from transfer intelligence recommendations
- Assess the effectiveness of routing enhancements, authentication improvements, AI-enabled capabilities, technology investments, and process changes
- Develop executive-ready narratives, presentations, and recommendations that connect analytical findings to business outcomes
- Provide ongoing analytical support and recommendations to CCT leadership and Transfer Workstream stakeholders
Skills
- Intermediate - advanced experience using SQL and Python to analyze large and complex datasets
- Intermediate - advanced experience applying statistical analysis, machine learning, predictive modeling, or artificial intelligence techniques to solve business problems
- Proven experience translating business challenges into analytical solutions and actionable recommendations
- Proven experience working with both structured and unstructured datasets
- Proven communication skills with the ability to explain complex analytical concepts to business stakeholders
- Experience using Databricks, Azure, Snowflake, Power BI, or related analytics platforms
- Experience with large language models (LLMs), generative AI, prompt engineering, or NLP-based solutions
- Experience working with call transcripts, speech analytics, conversational AI, or customer interaction data
- Experience in contact center analytics, customer experience analytics, healthcare operations, or workforce optimization
- Experience designing and operationalizing analytical products used by business stakeholders
- Experience supporting enterprise transformation initiatives through advanced analytics
Benefits
- Remote work from anywhere within the U.S.; hires in the Minneapolis or Washington, D.C. area are required to work in the office a minimum of four days per week.
- A comprehensive benefits package (subject to eligibility requirements).
- Incentive and recognition programs (subject to eligibility requirements).
- Equity stock purchase (subject to eligibility requirements).
- 401k contribution (subject to eligibility requirements).
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