Lead Data Scientist

UKG; Pune District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

UKG is seeking a Data Science Lead in Pune District, India, to drive customer contact analytics and predictive modeling. This role requires 6-8+ years in data science, strong proficiency in Python and SQL, and experience with customer experience analytics.

The successful candidate will translate analytical findings into actionable insights, enhance predictive models, and collaborate closely with product and engineering teams.

Qualifications

• 6-8+ years of experience in Data Science, Advanced Analytics, or Applied Machine Learning.
• Proven ability to translate analytical work into clear business decisions and recommendations.
• Advanced proficiency in Python and SQL.
• Strong experience with data science libraries and frameworks.

Responsibilities

• Lead development of customer contact analytics dashboards and insights.
• Build and evolve a Predictive Escalation Model using contact patterns.
• Quantify customer pain using contact volume and sentiment signals.
• Present actionable insights to senior stakeholders.

Skills

Python

SQL

Data Science Libraries (e.g., pandas, scikit-learn)

Power BI

Tableau

NLP

Data Analysis

Job description

Responsibilities

• Lead development of customer contact and pain based analytics (dashboards, models, deep dive insights) to identify top drivers of customer contacts, repeat issues, escalations, and effort.
• Build and evolve a Predictive Escalation Model using contact patterns, resolution signals, and sentiment indicators.
• Quantify customer pain using contact volume, resolution, and sentiment signals.
• Link call drivers directly to products, features, or journeys.
• Enable outcomes such as contact reduction, improved FCR, and faster resolution.
• Present clear, actionable insights to senior CX and Product stakeholders.
• Provide technical guidance and quality review for other data scientists.

Qualifications

• 6-8+ years of experience in Data Science, Advanced Analytics, or Applied Machine Learning.
• Proven ability to translate analytical work into clear business decisions, recommendations, and action.
• Experience working closely with Product, Engineering, CX, or client stakeholders.
• Comfortable operating as a senior individual contributor with ownership and influence.
• Experience collaborating within a broader analytics or data science organization.
• Advanced proficiency in Python and SQL.
• Strong experience with data science libraries and frameworks (e.g., pandas, scikit‑learn).
• Experience with classification, clustering, forecasting, and prioritization problems.
• Experience working with large, messy, real‑world datasets common in operational or customer‑facing systems.
• Familiarity with at least one cloud data platform (GCP, Azure, or AWS), through hands‑on development or close collaboration with data engineering teams.
• Experience visualizing insights using Power BI, Tableau, Looker, or similar tools.
• Strong grounding in statistics, experimentation, hypothesis testing, and model evaluation.
• Ability to perform deep error analysis and align modeling decisions to business impact.
• Pragmatic mindset that balances scientific rigor with delivery and usability.

Domain Experience

• Experience with customer experience or contact center analytics.
• NLP or text analytics (call drivers, case notes, customer feedback).