Associate, Customer Experience- Data & Strategy

As an Associate, Customer Experience on the ACE team, you will apply data science and AI to uncover systemic drivers of executive escalations and support friction. You will design and deploy models that structure unstructured case data into scalable taxonomies, automate postmortem analyses, and surface clear root causes. This role goes beyond reporting, you will translate complex datasets into executive-ready insights and partner cross-functionally to drive measurable reductions in Overturned Rate and M Team Escalations.

Requirements

• Strong technical rigor, structured thinking, and the ability to convert analysis into durable operational and product improvements
• Fluent in SQL and Python, and have experience working with large, messy datasets to extract structured, decision-ready insights
• Ability to translate theory into practical business applications
• Comfortable building and deploying machine learning or AI-driven models that drive measurable operational impact
• Strong communication skills to communicate complex analyses clearly and concisely, tailoring insights for both technical and executive audiences
• Ability to operate with a bias for action, moving from analysis to recommendation to implementation without overengineering
• Detail-oriented, intellectually curious, and motivated by improving customer experience through scalable, data-driven solutions
• Ability to thrive in cross-functional environments and influence stakeholders using evidence, logic, and structured thinking

Benefits

• 401(k) plan with employer matching
• 16 weeks of paid parental leave
• Wellness benefits
• Commuter benefits match
• Paid time off
• Paid sick leave
• Medical, dental, and vision benefits
• 11 paid holidays
• Disability and basic life insurance
• Family-forming assistance
• Mental health program