data scientist | digital customer experience | senior.

• Spearhead end-to-end AI initiatives. Collaborate with Customer Experience and Revenue teams to define business problems, translate them into technical solutions, and design scalable LLM/RAG pipelines.
• Develop and apply LLM-based models and Retrieval-Augmented Generation (RAG) for deep insights. Enforce best practices for evaluation, prompt governance, observability, scalability, and continuous monitoring of model performance across customer interactions.
• Analyze service and sales interactions to pinpoint customer friction, behavioral patterns, and root causes of operational issues. Develop analytical frameworks to identify drivers of customer attrition, dissatisfaction, and failed conversions.
• Enable deep data exploration of structured and unstructured data to support hypothesis testing. Design and conduct rigorous data-driven experiments (e.g., conversational A/B testing) to validate findings and guide improvements in customer interaction strategies.

skills and experience required

• Bachelor's or Postgraduate degree in a quantitative field (e.g., Computer Science, Statistics, Mathematics),
• Minimum of 3 years of relevant professional experience.
• Proven experience developing AI/ML solutions using unstructured data, Large Language Models (LLMs), Natural Language Processing (NLP), or conversation analytics
• Hands-on experience with fine-tuning, evaluating, and deploying LLMs (e.g., GPT, LLAMA), prompt engineering, RAG architecture, prompt governance, and model observability.
• NLP & Text Mining: Proficiency with intent classification, topic modeling, summarization, sentiment analysis, and embeddings-based retrieval techniques.
• Statistical Modelling: Strong skills in supervised/unsupervised learning, experimentation design (A/B testing), clustering, and causal inference.

To apply online please use the 'apply' function, alternatively you may contact Evangeline.

(EA: 94C3609/ R24124002 )