Sr Data Scientist

As a Senior Data Scientist on the Consumer Insights team, you’ll own end-to-end advanced analytics initiatives that quantify and predict how strategic actions translate into shifts in Net Promoter Score (NPS). Working closely with the Director of Consumer Insights, you’ll blend customer survey data, operational metrics, and other internal or external datasets to:

• Pinpoint and quantify the drivers of “Problem Rate” (the percentage of respondents reporting an issue during their rental)
• Model how changes in vehicle availability, wait times, vehicle maintenance quality, billing accuracy, and other factors impact overall NPS
• Segment loyalty members (e.g., PC and Gold) and first-time renters to uncover differentiated experience patterns and churn/repeat behavior

Your insights will directly inform cross-functional decisions across CX, Product, Operations, Fleet, Marketing, Maintenance, and Technology, enabling the business to prioritize initiatives with the greatest potential NPS lift and creating stronger, more durable demand for the business.

You will report to the Director, Consumer Insights and be part of the broader Customer Experience team within the Commercial organization. 

We expect the starting salary to be around $120K; commensurate with experience. 

What You’ll Do:

• NPS Driver Modeling: Build and validate predictive models that estimate the impact of “Problem Rate” and its sub-drivers (e.g., availability, wait time, maintenance, billing) on overall NPS and CSAT.
• Segmentation Analytics: Segment loyalty tiers (PC, Gold, non-member) and first-time versus repeat customers to identify the distinct factors influencing promoters and detractors.
• Impact Quantification: Develop “what-if” frameworks to forecast NPS changes tied to proposed operational or strategic initiatives; present quantified lift estimates to senior stakeholders.
• Data Pipeline & Integration: Leverage Python and SQL on Databricks to extract, transform, and stage diverse datasets—survey responses, rental transactions, customer profiles, and partner data—for analysis.
• Cross-Functional Partnership: Collaborate with CX, Care, Technology, and external Qualtrics engineers (as needed) to source data, align on definitions, and operationalize insights into dashboards or in-platform analytics.
• Analytics Delivery: Package findings into clear, actionable deliverables—data products, dashboards (Tableau/Power BI), presentations, and model documentation—to guide business strategy.
• Best Practices & Process Improvement: Champion reproducible analytics workflows, data quality checks, and automation to accelerate the team’s ability to deliver high-impact insights.

 

What We’re Looking For:

• Bachelor's degree required, with preference for quantitative discipline (e.g., Statistics, Mathematics, Computer Science, Engineering, Economics); or master’s degree preferred. 
• Minimum of 5 years in advanced analytics or data science roles, ideally with a focus on customer experience, NPS, CSAT, or related domains required.
• Technical Skills: 
  • Python & SQL: Proficient in writing modular, production-ready code for data analysis and model development required
  • Databricks: Hands-on experience extracting, combining, and transforming large datasets. Prior experience creating DB Apps is a plus. 
  • Dashboarding tools: Familiarity with Tableau or Power BI for delivering self-service analytics
• Domain Fit: Prior work in automotive/vehicle rental, travel & hospitality, or broader consumer services (e.g., retail, telecommunications, financial services) is a strong plus.
• Analytical Rigor: Proven ability to design, build, and validate sophisticated analytical models, ranging from predictive regressions and time-series forecasts to clustering and root-cause analyses. Analytical models should be robust, interpretable, and directly applicable to business decisions.
• Communication & Influence: Able to distill complex analyses into concise, non-technical narratives; experience influencing cross-functional teams and leadership.
• Results Orientation: Proven bias for action, with the ability to define success metrics, own deliverables end-to-end, and drive continuous improvement.

 

What You’ll Get:

• Up to 40% off any standard Hertz Rental   
• Paid Time Off
• Medical, Dental & Vision plan options
• Retirement programs, including 401(k) employer matching.
• Paid Parental Leave & Adoption Assistance
• Employee Assistance Program for employees & family
• Educational Reimbursem