Data Science Architect, Member Experience

Job Description

A bit about this role

As a Data Science Architect on Devoted’s Member Experience team, you’ll join a small, senior, high-trust group at the intersection of data science, operations, and AI infrastructure. Your work will directly shape how our members experience care,  from the conversations they have with our guides to the technology that supports those interactions.

You’ll design, build, and evolve the data and ML systems that help our service teams deliver empathetic, efficient, and intelligent support. Your work will span applied machine learning, LLM evaluation, forecasting, and data architecture,  always with a focus on measurable business impact and ethical use of automation.

This high-impact role reports into Devoted’s Data Science team and partners closely with Product Managers, Software Engineers, and Member Experience leaders to solve high-leverage problems for the company. You’ll help define the technical and strategic direction for how Devoted uses data to understand and improve every member interaction.

In this role, you will:

• Design first-class scorecards for our Member Service Guides — applying data and behavioral science to reward quality, empathy, and resolution, not just efficiency metrics.

• Own and evolve our internal workforce management platform, helping us move from reactive scheduling to predictive staffing, improving cost, service quality, and employee satisfaction.

• Drive Devoted’s LLM platform infrastructure, developing intelligent agents, evaluation frameworks, and observability tooling to ensure our AI systems are explainable, measurable, and trustworthy.

• Own and advance forecasting models that underpin key business decisions — from staffing and budgets to member growth projections — turning data into foresight, not just hindsight.

• Collaborate deeply with engineering partners to ensure scalable, maintainable data pipelines and feature stores, while maintaining fast feedback loops with business stakeholders.

• Mentor and learn from exceptional peers, fostering a culture that values curiosity, rigor, and speed in equal measure.

Required skills and experience

• 7+ years as a senior technical individual contributor in data science or ML architecture roles.

• Strong background in Python and SQL, with fluency in modern data ecosystems (Snowflake, dbt, Looker).

• Experience designing, building, and deploying machine learning models and LLM-based systems in production environments.

• Demonstrated ability to translate ambiguous business problems into technical solutions with measurable impact.

• Comfort building and optimizing scalable data pipelines, and performing deep-dive statistical and predictive analysis.

• Excellent communication skills and the ability to partner effectively with non-technical stakeholders.
   

Desired skills and experience:

• Member service operations, workforce management, or customer experience analytics.

• Healthcare or regulated data environments, especially Medicare Advantage.

• LLM evaluation frameworks, human-in-the-loop design, or AI ethics initiatives.

• Modern data architecture patterns (event-driven design and feature stores)
   

Why this role is different

• Short path to impact. You’ll work with world-class data and application engineers, no months lost to plumbing pipelines.

• Ethics aren’t a footnote. You’ll set the standard for fairness, explainability, and responsible automation across our AI stack.

• Senior peers, no bureaucracy. You’ll join a team that runs fast, thinks deeply, and values humility as much as brilliance.

• Flexibility by design. Whether your superpower lies in modeling, architecture, or leadership, this role flexes to amplify it.

Salary range: $163,000-$243,000 base salary

#LI-TM1

Our ranges are purposefully broad to allow for growth within the role over time. Once the interview process begins, your talent partner will provide additional information on the compensation for the role, along with additional information on our total rewards package. The actual base salary offered may depend on a variety of factors, including the qualifications of the individual applicant for the position, years of relevant experience, speci