Senior Customer Experience Data Scientist

<h1>ABOUT US</h1><p>We’re building Tomorrow’s Connections Today, bringing people together through the power of our technology.</p><p>Liberty Global is a world leader in converged broadband, video and mobile communications and an active investor in cutting-edge infrastructure, content and technology ventures.</p><p>With our investments in fibre-based and 5G networks we play a vital role in society, currently providing over 85 million fixed and mobile connections and rolling out the next generation of products and services, while readying our networks for 10 Gbps and beyond.</p><p>We’re creating national champions, combining the best broadband and mobile networks under brands such as Virgin Media-02 in the UK, VodafoneZiggo in The Netherlands, Telenet in Belgium, Sunrise in Switzerland, Virgin Media in Ireland and UPC in Slovakia.</p><p>Liberty Global Ventures, our global investment arm, has a portfolio of more than 75 companies and funds across content, technology and infrastructure, including strategic stakes in ITV, Univision, Plume, Lionsgate and the Formula E racing series.</p><p>Our scale enables us to transfer knowledge and expertise across our operations and investments, creating a dynamic family of brands united in the pursuit of innovation and excellence.</p><p>And we’re prioritising diversity, equity and inclusion in our workplace and communities, while reducing our impact on the environment. We are using technology as a force for good; for our people, our partners and the planet.</p><p></p><h1>JOB PURPOSE</h1><p></p><p>As a business that’s totally in love with groundbreaking thinking and digital goodness, it’s no surprise that our Customer Experience teams have crucial roles to play. They underpin so much of what we do. </p><p></p><p>That means everything from design and architecture, through to innovation, improving, trialling and priority setting for delivery of our product platforms. From the biggest projects to crucial daily maintenance, all kinds of people have important roles to play.</p><p></p><p>The Senior CX Data Scientist is part of the Customer Experience Department, responsible and accountable for defining customer experience and product platform roadmaps with focus on scale deployments, rich and easy experience as well as quality to support the success of our operating companies. </p><p></p><p>As the Senior Customer Experience Data Scientist, you will be at the forefront of using data analytics and machine learning to derive valuable insights that contribute to the optimization of our customer experience initiatives. </p><p></p><p>Your role will involve analysing customer data, identifying patterns, providing actionable recommendations and working on proof of concepts based on AI-powered technology to improve overall customer happiness and dedication. This is Global role with multi country responsibility (3 PE and UK), managing data from and deriving insights for all of the four operating companies.</p><p></p><p></p><h1>KEY ACCOUNTABILITIES</h1><p></p><h2>Data Analysis and Modeling:</h2><ul><li>Co-define our CX data strategy, build according data models and reporting capabilities</li><li>Collaborate with colleagues in our operating companies to acquire regular data feeds from various sources across customer touchpoints</li><li>Develop tooling strategy for sophisticated data aggregation, correlation and visualization</li><li>Apply sophisticated statistical and machine learning techniques to analyze large datasets related to customer behavior, preferences, and feedback</li><li>Develop predictive models to identify trends, patterns, and opportunities for improving the customer experience</li><li>Accountability for the delivery and presentation of regular partner / senior management reporting</li><li>Solving sophisticated problems based on CX hypotheses for major CX programs</li><li></li></ul><p>Voice of the Customer Analysis:</p><ul><li>Be responsible and accountable for analytics of customer feedback from various sources, such as surveys, reviews, and social media, to extract meaningful insights</li><li>Own the responsibility for deriving conclusions from data insights and crafting meaningful and actionable recommendations for resulting improvement initiatives</li><li>Establish feedback mechanisms to capture insights from customers and internal partners</li><li></li></ul><p>Performance Metrics and KPIs:</p><ul><li>Define and supervise key performance indicators (KPIs) related to customer experience. 4. Collaborate with partners to develop dashboards and reports that supervise the impact of newly implemented or evolved customer experience initiatives. 5. Collaboration with Cross-Functional Teams:</li><li>Work closely with marketing, product development, and customer support teams to integrate data-driven insights into strategic decision-making</li><li>Provide data-driven recommendations to improve customer touchpoints and interactions around our product platforms with the Data &amp; AI t