Data Scientist (L5) - Customer Service Experimentation

Netflix is one of the world's leading entertainment services, with 283 million paid memberships in over 190 countries enjoying TV series, films and games across a wide variety of genres and languages. Members can play, pause and resume watching as much as they want, anytime, anywhere, and can change their plans at any time. Our Customer Service organization works to ensure nothing gets between our members and their favorite shows, movies and games. Data science plays a key role in guiding the CS team to deliver top-notch customer experiences that are aligned with Netflix's business strategy and executed with high operational excellence. We experiment to improve the Netflix Help Center (help.netflix.com), a key touchpoint for many members who are looking for the most seamless and efficient customer experience possible. In this role, you will: Lead CS experimentation, from hypothesis generation and test design to interpretation and recommendations Research metrics to support new areas of testing, like new pre-chat experiences Partner with Netflix's experimentation platform to improve the experience of CS testing, from allocation to analysis Partner with CS executives, PMs, data team peers and Finance to further a statistically rigorous, data-driven decision-making culture in CS We are looking for: Advanced degree in quantitative field like Statistics, Mathematics, Physics or Economics, or commensurate experience Strong statistical knowledge and intuition with experience in product experimentation Strong SQL skills and programming experience (Python preferred) Ability to effectively communicate technical concepts and convey clear insights to a variety of audiences (engineering, product, senior leadership) Experience evaluating language model performance Ability to thrive in ambiguity with minimal oversight and process Prior experience with Customer Service is not required, but a desire to learn and commitment to become an expert is a must.

Netflix is one of the world's leading entertainment services, with 283 million paid memberships in over 190 countries enjoying TV series, films and games across a wide variety of genres and languages. Members can play, pause and resume watching as much as they want, anytime, anywhere, and can change their plans at any time.