Data Scientist - Speech & Interactive Voice Response

Less than 5 years experience  •  Financial Services

Salary depends on experience
Posted on 08/09/17
Wilmington, DE
Less than 5 years experience
Financial Services
Salary depends on experience
Posted on 08/09/17

The candidate will create valuable, transformative business strategies and incremental business value by using cutting edge IVR and Voice Recording technology.  Speech & IVR analytics lead would lead to Operations Initiatives to produce incremental revenue or reduce operational expenses. Specifically this individual will become a subject matter expert on the mechanics/theory underlying voice and IVR analytics and tools (USAN, Nexidia, Verint, Google etc) as well as the use of the structured and unstructured data  output  in a Big Data Machine Learning environment.  This candidate will explore, assess and use state-of-the-art advanced analytic and quantitative tools and modeling techniques in order to derive business insights, solve complex business problems and improve decisions in Citi branded cards Operations. The analytical work would involve deep dive diagnostics, opportunities for improvement, machine learning modeling, test design and measurement and reporting.  This person will partner with middle level management across multiple areas of Citi Branded Cards Operations including but not limited to front & back office operations, operations strategy and reporting, sales, and customer experience.      Key Responsibilities:On a daily basis, Speech & IVR analytics lead will be responsible for the following •          Establish a detailed understanding of overall Citi Branded Cards Operations strategies, speech analytics use cases, and IVR call flow. •           Enable IVR Operations team to transform Citi’s traditional IVR into a truly AI based customer interaction.•           Integrate currently available IVR call journey data with advanced machine learning frameworks to drive real time intelligence and enable predictive IVR.•           Innovate to create conversational, contextual and more intuitive IVR using advanced data science tools.•           Gain firm understanding of how the data from the speech recognition tool can be used with advanced machine learning to drive strong business use cases. •           Innovate and implement new use cases from the intelligence we generate using our speech to text conversion tool for all recorded calls.•           Drive discussions with various Operations stakeholders for gaining active support and timely implementation of our recommended business strategies  •           Understand Citi Product P&L and expense-revenue tradeoff for call deflection and call containment. Educate all stakeholders on both expense save & revenue lost for all expense save initiatives and vice-versa.•           End to end project management to develop strategy, build consensus across cross functional stake-holders and implement recommendations. •           Design tests and evaluate incremental P&L impact of phone channel initiatives.     Develop Value: The candidate will build strong skills in speech analytics, text analytics and IVR flow analysis. In addition, the candidate will also develop cross functional partnership skills working with  Marketing, Operations and Technology, Customer and Digital Experience, Product and Balance and Sales Growth Teams. He/she will be exposed to rich customer transaction, behavior data, web, text and voice data and will be part of the big data transformation that will bridge the worlds of traditional customer behavior analytics, financial analytics, and voice analytics and create business impact. The candidate will get a good exposure to product and marketing strategies and help enable these strategies through granular targeting 



  • Masters degree in analytical field (such as Engineering, Statistics, or Mathematics)
  • 5+ Experience in Financial Services and/or Cards business highly preferred
  • 4 + years of experience working with unstructured data
  • 4+ years of experience developing models leveraging Machine Learning.
  • 2+ years of experience with speech analytics
  • Expert proficiency with big data analytical tools – R/Hadoop/Spark/Python
  • Expert proficiency in using online and offline data including text/voice/web log data to drive demonstrated business outcomes
  • Demonstrated ability to independently translate business questions into analytical framework to generate meaningful insights
  • Demonstrated ability to independently create crisp and meaningful summary power point presentations on projects
  • Experience working with diverse cross-functional teams
  • Strong written and verbal communication/presentation skills
  • Demonstrated experience in online and offline and voice analytics using big data;


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