Sr. Data Scientist / Customer Experience Analytics

Join us in pioneering breakthroughs in healthcare. For everyone. Everywhere. Sustainably.

Our inspiring and caring environment forms a global community that celebrates diversity and individuality. We encourage you to step beyond your comfort zone, offering resources and flexibility to foster your professional and personal growth, all while valuing your unique contributions.

We are seeking a Lead Data Scientist to drive data-driven innovation in healthcare diagnostics customer service. This role focuses on leveraging machine learning, predictive analytics, and AI to enhance patient support, optimize service operations, and improve customer experiences. You will lead a team of data scientists and collaborate with cross-functional teams to develop models that enhance efficiency, reduce response times, and personalize customer interactions.

Key Responsibilities

• AI & Predictive Analytics: Develop and deploy machine learning models to predict service demands, optimize resource allocation, and improve diagnostics support.
• Natural Language Processing (NLP): Implement AI-driven chatbots, speech recognition, and sentiment analysis to enhance automated customer interactions.
• Data Engineering & Processing: Work with large healthcare and customer interaction datasets, ensuring compliance with HIPAA and data privacy regulations.
• Operational Optimization: Analyze call center data, service requests, and diagnostic workflows to improve response times and customer satisfaction.
• Leadership & Collaboration: Lead and mentor a team of data scientists, partnering with customer service, IT, and healthcare professionals to translate data insights into actionable strategies.
• AI/ML Implementation: Research and integrate cutting-edge AI techniques for personalized customer engagement and predictive maintenance of diagnostic equipment.
• Performance Monitoring & Reporting: Track model performance, measure service improvements, and present insights to leadership.
• Maintains network to customers, business experts and other subject matter experts to understand business data analytics requirements and identify data analytics driven business opportunities.
• Develops and tests prototypes in an industrial environment, validates and communicates results to answer targeted business questions.
• Develops marketable (product grade quality) analytic models, configures and deploys algorithms, selects optimal tool and define visualization method/tool to display results.
• Sets up visualization systems to display results in most appropriate way based on cognitive science.
• Defines and provides requirements to IT infrastructure.
• Determines sustainable processes to support fast growing data volumes and ensuring of data quality and data accessibility together with the data architect.
   

Required Qualifications

• Bachelor’s or Master’s degree in Data Science, Computer Science, Statistics, or a related field (Ph.D. preferred).
• 5-8+ years of experience in data science, with a proven track record of leading teams and projects.
• Expertise in Data Bricks, Python, R, SQL, and machine learning frameworks (TensorFlow, PyTorch, etc).
• Experience in healthcare analytics, customer service analytics, or diagnostic equipment service optimization.
• Familiarity with HIPAA, GDPR, and other healthcare data privacy regulations.
• Strong experience with cloud platforms (Data Bricks, Azure, Snowflake) and big data technologies (PowerBI, Spark, Hadoop).
• Excellent communication skills with the ability to explain complex concepts to non-technical stakeholders.

Preferred Qualifications

• Experience in deploying AI models for real-time customer interactions or service optimization.
• Knowledge of speech analytics, conversational AI, and virtual assistants.
• Background in predictive maintenance for diagnostic equipment.
• Familiarity with electronic health records (EHR) and diagnostic data integration.

Who we are: We are a team of more than 73,000 highly dedicated Healthineers in more than 70 countries. As a leader in medical technology, we constantly push the boundaries to create better outcomes and experiences for patients, no matter where they live or what health issues they are facing. Our portfolio is crucial for clinical decision-making and treatment pathways.

How we work: When you join Siemens Healthineers, you become one in a global team of scientists, clinicians, developers, researchers, professionals, and skilled specialists, who believe in each individual’s potential to contribute with diverse ideas. We are from different backgrounds, cultures, religions, political and/or sexual orientations, and work toge