AI-Driven Customer Care Data Scientist

NRG Energy; Calgary; On-site; CAD 90,000 - 120,000; Full time

Job summary

Direct Energy, a part of the NRG family, is seeking a Data Scientist for Customer Care Analytics to develop, validate, and deploy advanced analytical and AI solutions that improve customer outcomes and operational performance.

You will partner with Customer Care, Billing, and Technology teams to transform data into actionable insights, build predictive models, dashboards, and decision-support tools that guide business choices and drive measurable results.

Qualifications

• Bachelor's degree in a quantitative field.
• 3+ years in data science, analytics, or ML.
• Experience building predictive, forecasting, optimization, or statistical models.
• Strong SQL and Python skills.
• Experience with large datasets.
• Experience communicating analytical findings to non-technical stakeholders.
• Experience developing dashboards or reports using Power BI, Tableau, or similar tools.

Responsibilities

• Develop and deploy statistical, machine learning, forecasting, optimization, and Generative AI solutions that improve customer outcomes and operational performance.
• Translate business problems into analytical approaches and actionable recommendations.
• Evaluate when reporting, advanced analytics, machine learning, or LLM-based solutions are the most appropriate approach.
• Design, build, validate, and maintain predictive, forecasting, and AI models.
• Establish model performance standards, monitoring frameworks, and governance controls.
• Identify model drift, performance degradation, and opportunities for retraining or enhancement.
• Acquire, integrate, and prepare data from multiple sources for analytical and AI applications.
• Develop scalable analytical workflows, data pipelines, and reusable data assets using modern analytics tools and platforms.
• Apply best practices for testing, documentation, version control, and deployment.
• Partner with business leaders and stakeholders to identify opportunities for analytics and AI to create business value.
• Communicate analytical findings and recommendations to technical and non-technical audiences.
• Evaluate emerging technologies and drive innovation through advanced analytics, AI, and automation initiatives.
• Develop dashboards, reports, scorecards, and data visualizations that support operational and strategic decision-making.
• Translate analytical outputs into clear business insights and performance measures.
• Ensure reporting accuracy, consistency, and alignment with business definitions.

Skills

SQL

Python

Data analysis

Stakeholder communication

Education

Bachelor's degree in a quantitative field

Tools

Power BI

Tableau

Azure OpenAI

Databricks

MLflow

Job description

Direct Energy, a part of the NRG family, is seeking a Data Scientist for Customer Care Analytics to develop, validate, and deploy advanced analytical and AI solutions that improve customer outcomes and operational performance.

You will partner with Customer Care, Billing, and Technology teams to transform data into actionable insights, build predictive models, dashboards, and decision-support tools that guide business choices and drive measurable results.