Data Scientist III

Responsibilities Kforce has a client that is seeking a Data Scientist III in San Diego, CA. Overview: Are you passionate about using data and analytics to transform customer help experiences and deliver measurable business impact? Join the client's Customer Success, Scaling Assisted Services Data Science team as a Senior Data Analyst focused on our Live offering. In this role, you will lead the data strategy for Do It With Me (DIWM) - enabling expert-led help that drives high-conversion, low-friction outcomes across chat, mobile, and other channels. You will own and evolve key metrics that measure expert effectiveness, accuracy, contact health, and engagement success across workflows. Partnering closely with Product, CX, and Operations, you will deliver scalable insights that improve expert-customer interactions, reduce unnecessary contacts, and enable proactive help strategies. Responsibilities: • Drive Business Impact through DIWM Analytics • Define and monitor key success measures for DIWM, including conversion, Start-to-Complete (S2C) outcomes, customer satisfaction, and contact health • Partner with Product, CX, and Operations to evaluate expert reviews, identify drop-offs, and improve skill-based routing and help engagement strategies • Assess the effectiveness of deflection and escalation, ensuring customers receive the right level of support while optimizing operational outcomes • Elevate Data Infrastructure and Advanced Modeling • Build and maintain scalable dashboards, reports, and self-service tools to provide visibility into DIWM customer journeys and expert performance • Develop predictive models that identify high-friction help experiences, escalation risk, and opportunities to improve resolution outcomes • Contribute to advanced analytics initiatives such as AI-driven transcript analysis, expert performance scoring, and experience classification Requirements • 8+ years of experience in data science, analytics, or a related field • Proven ability to extract insights from data and communicate compelling data-driven stories that drive business impact • Excellent SQL skills for data extraction, manipulation, and pipeline development • Expertise in data visualization tools (e.g., Tableau, Qlik) • Ability to manage multiple projects simultaneously in a fast-paced environment • Strong problem-solving and end-to-end quantitative thinking skills • Passion for mentorship and developing talent within the team • Proactive and growth-oriented mindset-you identify opportunities for innovation rather than just responding to problems • Experience with Python or R for advanced analytics, modeling, and automation is a plus • Familiarity with big data tools (e.g., Snowflake, Spark, Databricks) is a plus • Machine learning and Generative AI experience is a plus • SDG 3x a week preferred; MTV/Plano 3x a week will also work The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future. We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave. Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law. This job is not eligible for bonuses, incentives or commissions. Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status. By clicking “Apply Today” you agree to receive calls, AI-generated calls, text messages or emails from Kforce and its affiliates, and service providers. Note that if you choose to communicate with Kforce via text messaging the frequency may vary, and message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You will always have the right to cease communicating via text by using key words such as STOP.