Senior Director of Data Science, Customer Experience

Job Description

• 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

Qualifications

• You are deeply committed to transforming mental health care and resonate with Spring • 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 pipelines and data models. • You are committed to advancing as a leader, nurturing the growth of your team members, and motivating cross-functional teams to achieve results through collaborative empowerment rather than focusing solely on individual technical goals.

Benefits

• Health, Dental, Vision benefits start on your first day at Spring Health. You and your dependents also receive an individual One Medical account which is valued at $199/year per user. • A yearly allotment of no cost visits to the Spring Health network of therapists, coaches, and medication management providers for you and your dependents • 10 allocated sick days per year • Flexible paid time off in addition to 12 paid holidays throughout the year • Access to Gympass, an on-demand virtual benefit that provides wellbeing coaching, and budget management. • Spring Renewal: When you hit your four-year Springaversary, you’ll be awarded a four week, fully paid sabbatical leave to renew and recharge.