Senior Data Scientist, Customer Service

In Spotify’s Customer Service team we believe that customers and creators should be spending their time enjoying our products and services and *not* having to speak with us. That is why we relentlessly advocate for them by working with product teams to troubleshoot issues and create a simpler, hassle-free experience. 
We are looking for a smart, ambitious and kind senior data scientist to join the Customer Service team. Here you will build data products and generate insights that amplify the voice of our customers throughout Spotify.

What you’ll do

• Partner with operations and engineering leaders to understand the customer service roadmap, and ensure our data strategy and framework is aligned
• Work closely with engineers and analysts to design and implement lasting data models
• Develop data structures and pipelines which empower research and analysis
• Design and conduct tests to drive iterative improvements to the customer support journey and to support delivery metrics
• Use statistical techniques to derive insights from large sets of data that will inform product updates, design decisions, and operations goals
• Be a strong advocate for data-informed decision-making
• Communicate insights and recommendations to key stakeholders, and be the voice of customer service analytics throughout the company
• Design, implement, and maintain ETL pipelines in SQL and Google BigQuery
• Build strong relationships with colleagues and partners, and be a mentor and coach to others on the team

Who you are

• 5+years experience in a similar role working with large scale data, using both SQL and Python. Experience working with free text data is a plus
• Experienced in designing analytical data layers and in conducting ETL with large and complex data sets
• Strong understanding of statistics and experience with A/B testing
• An independent thinker who is able to work autonomously
• Capable of solving loosely defined problems
• Curious and not afraid of exploring new domains. You enjoy partnering with others to tackle new challenges
• Compelling storyteller who can communicate in succinct and inspiring ways. You are comfortable and effective speaking with non-technical audiences as well as engineers
• Background in computer science, engineering, physics, statistics, economics, mathematics, a similar quantitative field or comparable experience

Where you’ll work

• We’re a distributed workforce enabling our band members to find a work mode best for them!
• Where in the world? For this role, it can be within the Americas or EMEA region in which we have a work location 
• Working hours? We operate within the GMT and EST time zones for collaboration

Spotify is an equal opportunity employer. You are welcome at Spotify for who you are, no matter where you come from, what you look like, or what’s playing in your headphones. Our platform is for everyone, and so is our workplace. The more voices we have represented and amplified in our business, the more we will all thrive, contribute, and be forward-thinking! So bring us your personal experience, your perspectives, and your background. It’s in our differences that we will find the power to keep revolutionizing the way the world listens.
Spotify transformed music listening forever when we launched in 2008. Our mission is to unlock the potential of human creativity by giving a million creative artists the opportunity to live off their art and billions of fans the chance to enjoy and be passionate about these creators. Everything we do is driven by our love for music and podcasting. Today, we are the world’s most popular audio streaming subscription service with a community of more than 381 million users.
Global COVID and Vaccination DisclosureSpotify is committed to safety and well-being of our employees, vendors and clients. We are following regional guidelines mandating vaccination and testing requirements, including those requiring vaccinations and testing for in-person roles and event attendance. For the US, we have mandated that all employees and contractors be fully vaccinated in order to work in our offices and externally with any third-parties. For all other locations, we strongly encourage our employees to get vaccinated and also follow local COVID and safety protocols.
This role is not eligible for hire in Colorado, USA.