Note: The job is a remote job and is open to candidates in USA. CVS Health is seeking a Senior Data Scientist to advance Contact Intelligence as an enterprise capability. The role focuses on identifying and commercializing high-value use cases, developing analytical frameworks, conducting experimentation and impact measurement, and scaling insights into products, operations, customer experience initiatives, and strategic investments.
Responsibilities
- Partner closely with Product, Customer Experience, Service Operations, Digital, and Analytics stakeholders to identify opportunities, quantify business impact, and operationalize insights generated by Contact Intelligence across the enterprise
- Identifying high-value use cases, validating business impact, and partnering with stakeholders to scale successful solutions
- Determine where the largest opportunities exist, develop analytical frameworks that support prioritization and decision-making, and enable stakeholders to integrate Contact Intelligence insights into products, operational processes, customer experience initiatives, and strategic investments, and emerging commercialization opportunities
- Opportunity identification, solution incubation, business case development, experimentation, impact measurement, value realization, and the development of scalable applications enabled by Contact Intelligence across internal and external use cases
Skills
- 3+ years of experience in **advanced analytics, decision science, or applied AI/ML**
- 3+ years of hands-on experience with **SQL and Python**, with experience deploying analytics or AI solutions in **cloud environments** (Google Cloud Platform, AWS, or Azure)
- Hands-on experience applying **LLMs, NLP, or GenAI techniques** to text data to extract insights (e.g., call transcripts, chat logs, conversational data)
- Experience **deploying and maintaining models or analytical assets in production**, including monitoring and iteration
- **Strong communication skills**, with the ability to present insights clearly to both technical and non-technical stakeholders
- Experience developing analytical frameworks that **influence business decisions**, product strategy, operational improvements, or customer experience outcomes
- **Strong problem-solving skills** with the ability to structure ambiguous business problems and translate them into analytical solutions
- Experience with version control (Git) and modern analytics or data science workflows
- Bachelor's degree or equivalent work experience in Mathematics, Statistics, Computer Science, Analytics, Engineering, or related discipline
- Experience working with **call center, virtual assistant, or contact center data** (voice, transcripts, chat, IVR, routing, agent interactions)
- Experience analyzing **digital, customer interaction, or call-center data.**
- Master's degree
Benefits
- This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.
- Medical, dental, and vision coverage
- Paid time off
- Retirement savings options
- Wellness programs
- Other resources, based on eligibility
Company Overview
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