Senior Director of Data Science, Customer Experience

Our mission: to eliminate every barrier to mental health. 

Spring Health is a comprehensive mental health solution for employers and health plans. Unlike any other solution, we use clinically validated technology called Precision Mental Healthcare to pinpoint and deliver exactly what will work for each person  — whether that’s meditation, coaching, therapy, medication, and beyond. 

Today, Spring Health equips over 800 companies, from start-ups to multinational Fortune 500 corporations, as a leading and preferred mental health service. Companies like J.P. Morgan Chase & Co., Microsoft, J.B. Hunt, Bumble, and Instacart use the Spring Health platform to provide mental health services to thousands of their team members globally. We have raised over $370 million from prominent investors including Kinnevik, Tiger Global, Northzone, RRE Ventures, and many more. Thanks to their partnership, our current valuation has reached $2.5 billion.

We are seeking an exceptional hands-on data science leader to own and drive the data science vision and strategy for our Customer Experience team. You will lead a team of data scientists, data analysts and analytical engineers embedded onto a cross functional product team. Your focus will be on crafting a compelling value and outcomes narrative for Spring Health services, aimed at buyers and customers. This is an exciting opportunity to scale up the analytical stack and algorithms powering a best-in-class workplace mental health command center, delivering real-time insights and recommendations for HR leaders and their employees.

What you'll be doing: 

• Develop and Execute Data Science Roadmap: Partner with product, engineering, and design leads to conceptualize, design, and implement an ambitious data science roadmap for the customer experience product team.
• Drive Analytics Strategy for Customer Success: Own and lead the analytics strategy and value proposition for our Customer Success and Sales teams, aiming to enhance retention and drive upsell opportunities.
• Team Leadership and Mentorship: Lead, mentor, and manage a team of data scientists, focusing on building the analytical infrastructure, automated dashboards, and algorithms that power our customer experience analytics and reporting suites, translating data into actionable insights.
• Enhance Customer Experience with Predictive Models: Guide the team in creating predictive and machine learning models to elevate our customer experience, including developing a personalized population-level insights engine that drives clinical and financial outcomes, as well as deploying generative Al chatbots to synthesize and summarize member themes.
• Conduct Analytical Deep-Dives: Perform in-depth analyses to proactively identify product opportunities, inform experimentation, and shape product roadmaps.
• Customer Engagement: Interface directly with customers to craft and communicate a compelling value story, demonstrating the impact and benefits of our solutions.
• Build unique and compelling data products, that convey our differentiated value proposition to our customers
• Manage, scope and successfully deliver analytics deliverables that meet customer expectations
• Renewals/upsells/deals closed due to analytic deliverables
• Key KPIs: MAUs on platform, Product Qualified Opportunities, Reporting engagement and automation

What we expect from you:

• You are deeply committed to transforming mental health care and resonate with Spring
• Health's mission to remove all barriers to mental health.
• You have a strong entrepreneurial spirit, are customer-centric, and are passionate about leveraging data to drive product innovation and customer success.
• You are proficient with a statistical programming language (Python/R) 
• You have significant experience with modern data stack technologies (We operate on a
  Looker-dbt-snowflake stack).
• You bring over 12 years of data science experience, ideally supported by an advanced degree in a quantitative field.
• You have over 5 years of experience managing and mentoring teams of data scientists, analysts and/or engineers.
• You have a track record of overseeing the development of data products and machine learning models from the discovery stage to production.
• You excel at translating complex analyses into compelling narratives and actionable project plans for non-technical audiences.
• You are proficient in a wide range of data science techniques, including data modeling, machine learning/Al, NLP, and unstructured data analytics, and are eager to apply them to solve complex clinical or business challenges.
• You have hands-on experience in building and enabling analytics infrastructure, including data, analytics, and ML pi