Lead Data Scientist

About Firstsource

Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company (NSE : FSL, BSE : 532809, Reuters : FISO.BO, Bloomberg : FSOL : IN), is a specialized global business process services partner, providing transformational solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With an established presence in the US, the UK, India, Mexico, Australia, South Africa, and the Philippines, we make it happen for our clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Our real-world practitioners work collaboratively to deliver future-focused outcomes.

Job Title : Lead Data Scientist

Mode of work : Remote

Responsibilities

• Design and implement data-driven solutions to optimize customer experience metrics, reduce churn, and enhance customer satisfaction using statistical analysis, machine learning, and predictive modeling.
• Collaborate with CX teams, contact center operations, customer success, and product teams to gather requirements, understand customer journey objectives, and translate them into actionable analytical solutions.
• Perform exploratory data analysis (EDA) on customer interaction data, contact center metrics, survey responses, and behavioral data to identify pain points and opportunities for CX improvement.
• Build, validate, and deploy machine learning models for customer sentiment analysis, churn prediction, next-best-action recommendations, contact center forecasting, and customer lifetime value optimization.
• Develop CX dashboards and reports using BI tools to track key metrics like NPS, CSAT, FCR, AHT, and customer journey analytics to support strategic decision-making.
• Optimize model performance for real-time customer experience applications through hyperparameter tuning, A / B testing, and continuous performance monitoring.
• Contribute to customer data architecture and pipeline development to ensure scalable and reliable customer data flows across touchpoints (voice, chat, email, social, web).
• Document CX analytics methodologies, customer segmentation strategies, and model outcomes to ensure reproducibility and enable knowledge sharing across CX transformation initiatives.
• Mentor junior data scientists and analysts on CX-specific use cases, and participate in code reviews to maintain high-quality standards for customer-facing analytics.

Skill Requirements

Disclaimer : Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.com email addresses.