Data Scientist - Senior

Job description / Role

We are seeking a talented and motivated Senior Data Scientist to join our Customer Support Practice team. The successful candidate will play a crucial role in transforming data into actionable insights to optimize customer support processes, enhance customer satisfaction, and drive operational efficiency. You will work closely with cross-functional teams to identify trends, develop predictive models, and implement data-driven strategies.

Key Responsibilities:

1. Data Analysis and Insights:
- Analyze large and complex datasets to identify patterns, trends, and insights that inform customer support strategies.
- Develop and maintain dashboards and reports that track key performance indicators (KPIs) related to customer support activities.

2. Predictive Modeling and Machine Learning:
- Build, test, and deploy predictive models to forecast customer behavior, support needs, and identify potential issues before they arise.
- Implement machine learning algorithms to automate and improve customer support processes.

3. Process Optimization:
- Collaborate with the customer support team to identify opportunities for process improvements and implement data-driven solutions.
- Develop and optimize algorithms for routing customer inquiries, prioritizing support tickets, and managing workload distribution.

4. Customer Experience Enhancement:
- Analyze customer feedback and support interactions to identify areas for improvement.
- Provide actionable insights to enhance the overall customer experience and satisfaction.

5. Collaboration and Communication:
- Work closely with cross-functional teams to ensure alignment and integration of data insights.
- Communicate findings and recommendations to stakeholders in a clear and concise manner.

6. Data Management:
- Ensure data quality and integrity by implementing robust data management practices.
- Stay current with emerging trends and technologies in data science and customer support analytics.

Qualifications :
- Education: Bachelor's or Master's degree in Data Science, Statistics, Computer Science, or a related field.
- Experience: 8+ years of experience in a data science role, preferably within a customer support or service environment.

Technical Skills:
- Proficiency in programming languages such as Python, R, or SQL.
- Experience with data visualization tools like Tableau, Power BI, or similar.
- Knowledge of machine learning frameworks and libraries.
- Familiarity with big data technologies is a plus.
- Analytical Skills: Strong analytical and problem-solving skills, with the ability to derive actionable insights from complex data sets.
- Communication Skills: Excellent written and verbal communication skills, with the ability to present data-driven insights to both technical and non-technical audiences.
- Team Player: Ability to work effectively in a collaborative team environment and manage multiple priorities.

Department
Global Delivery & Operations

Orange Business manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business. Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do business.

About the Company

Orange is one of the world’s leading telecommunications operators with sales of 43.5 billion euros in 2022 and 136,000 employees worldwide at 31 December 2022, including 75,000 employees in France. The Group has a total customer base of 287 million customers worldwide at 31 December 2022, including 242 million mobile customers and 24 million fixed broadband customers. The Group is present in 26 countries. Orange is also a leading provider of global IT and telecommunication services to multinational companies under the brand Orange Business.