Data Scientist, Customer Service Platform

The Freemium R&D team oversees the entire user journey on Spotify and ensures we engage with people in innovative ways, every step of the way. Our team grows Spotify’s audience by finding future listeners around the world and delivering the right value to them, at the right time. With research, product development, product design, engineering, and marketing all collaborating in one organization, we’re able to quickly create meaningful features and services for millions of people around the world, resulting in joyful, long-lasting relationships with Spotify.
Spotify is diversifying: audiobooks, artist merchandise, podcast advertising and many other areas. Each of these services requires a customer service experience that gives users the help they need when they need it. Which is where this team comes in!
As a Product Insights Data Scientist working on the customer service platform, you will be building insights from the ground up as we reinvent how we serve our users’ customer service needs. From scoping data and building out ETLs with Data Engineers, to delivering insights that advise the product roadmap for our many customer service tools (such as chatbots, FAQs, agents, multichannel optimization and more)! Sound exciting?

What You'll Do

• Drive prioritisation by estimating the impact of potential product changes, and creating frameworks to align interested parties.
• Define metric frameworks and partner with engineering to instrument our product. Building systems and practices that allow us to monitor progress at scale efficiently.
• Partner with product managers, user researchers and design to create & communicate insights that directly drive major product decisions.
• Identify the most suitable insights methods (exploratory data analysis, experimentation, causal inference, regression methods, ML etc) to support all stages of the product development cycle (from conceptualisation to shipping/optimisation).
• Partner with user researchers to combine qualitative and quantitative insights into more powerful and compelling stories - understanding the what and the why.

Who You Are

• 3+ years of professional experience in data science or related fields.
• A technically minded data scientist with a deep understanding of data, instrumentation, and pipelines.
• Previous experience partnering with engineering to deliver metrics frameworks & dashboards.
• Ability to query large datasets with SQL (our DWH is in BigQuery) along with great coding skills (Python or R).
• You have great knowledge of analytics & visualisation libraries (e.g. pandas, tidyverse, seaborn, ggplot), and visualisation tools (Looker or similar) with a proven record of appealing visuals.
• Ability to use statistics to drive business decisions. Methods include: success metrics, a/b testing, determining statistical significance and presenting findings with clear product recommendations or implications.

Where You'll Be

• We are a distributed workforce enabling our band members to find a work mode that is best for them!
• Where in the world? For this role, it can be within the EMEA region in which we have a work location
• Prefer an office to work from home instead? Not a problem! We have plenty of options for your working preferences. Find more information about our Work From Anywhere options here.
• Working hours? We operate within the Central European time zone for collaboration
• We ask that our team members be located within Greenwich Mean time zone, Central European time zone, or Eastern European standard time zone for the purposes of our collaboration hours 

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.
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.