Data Scientist (L5) - Customer Service

Netflix is one of the world's leading entertainment services, with over 300 million paid memberships in over 190 countries enjoying TV series, films and games across a wide variety of genres and languages. Members can play, pause and resume watching as much as they want, anytime, anywhere, and can change their plans at any time. Our Customer Service organization works to ensure nothing gets between our members and their favorite shows, movies and games. Data science plays a key role in guiding the CS team to deliver top-notch customer experiences that are aligned with Netflix's business strategy and executed with high operational excellence. • *In this role, you will:** - Lead the evolution of CS metrics, identifying “north star” metrics and the ways CS teams can drive them - Think critically about the business problem at hand and deploy the appropriate measurement technique - Partner with executives, Product Managers, Data Engineers, Analytics Engineers and Finance to further a statistically rigorous, data-driven decision-making culture in CS - Identify opportunity areas for experimentation and research - Expand the use of CS metrics across Netflix, where they hold insights for Product, Engineering, and Data Science • *We are looking for:** - Advanced degree in Statistics, Mathematics, Physics, Economics or a related quantitative field - Strong statistical knowledge and intuition, and applied experience developing business-centric metrics frameworks - Strong SQL skills and programming experience (Python preferred) - Ability to effectively communicate technical concepts and convey clear recommendations to a variety of audiences (Engineering, Product, senior leadership) - Experience with a wide range of measurement and prediction techniques (correlation analysis, observational causal inference, forecasting, quasi experimentation) - Comfort working with complex data; ability to thrive with minimal oversight and process - Prior experience with Customer Service is not required, but a desire to learn and become an expert is a must. Apply tot his job