Data Scientist - Customer Service Analytics

The Data Scientist on the Customer Analytics and Reporting team transforms data into actionable insights that drive strategic, operational, and customer-focused decision making across Customer Care. This role combines advanced analytics, statistical modeling, business intelligence, and data engineering practices to identify opportunities, solve complex business problems, and enhance the customer experience.

The position partners closely with business stakeholders, IT, vendors, and leadership to develop analytical solutions, build scalable data assets, and deliver data-driven recommendations. The role is also responsible for supporting data architecture, maintaining analytics-ready datasets, and ensuring adherence to data governance principles and best practices.

Key Responsibilities

• Analyze large and complex datasets to identify trends, customer behaviors, operational opportunities, and business insights.
• Develop statistical models, forecasting solutions, segmentation frameworks, and predictive analytics to support customer and business outcomes.
• Design, develop, optimize, and maintain data pipelines and transformation logic that turn raw source data into clean, analytics-ready datasets.
• Develop and maintain dimensional data models and curated datasets that support Power BI reporting, self-service analytics, and advanced analytical use cases.
• Partner with business stakeholders to translate business challenges into analytical solutions and actionable recommendations.
• Write and optimize complex SQL queries against large-scale data platforms to support reporting, analysis, and model development.
• Build dashboards, visualizations, and analytical tools that communicate findings and enable data-driven decision making.
• Evaluate and monitor model performance, data quality, and analytical outputs to ensure reliability, accuracy, and business value.
• Establish and promote data governance standards including documentation, data definitions, naming conventions, and version control practices.
• Collaborate with IT and business partners to identify opportunities for automation, process improvement, and scalable data solutions.
• Present insights, findings, and recommendations to leaders and non-technical audiences in a clear and concise manner.
• Support regulatory, operational, and strategic initiatives through data analysis, reporting, and analytical research.

Required Qualifications

• Bachelor's degree in Data Science, Statistics, Computer Science, MIS, Mathematics, Economics, Engineering, or a related quantitative field with 5+ years of related experience.
• Strong SQL skills including CTEs, window functions, and working with semi-structured data (JSON).
• Experience using statistical, analytical, or data science techniques to solve business problems.
• Experience with modern cloud data platforms such as Databricks, Snowflake, or similar environments.
• Experience building reports, dashboards, and visualizations in Power BI, Tableau, or similar BI platforms.
• Proficiency in Python, R, or another analytical programming language for data analysis and model development.
• Ability to translate business requirements into analytical approaches, data models, and actionable recommendations.
• Strong critical thinking, problem-solving, and data storytelling skills.
• Strong written and verbal communication skills with the ability to work directly with non-technical stakeholders.

Preferred Qualifications

• Experience developing predictive models, forecasting solutions, customer segmentation strategies, or machine learning applications.
• Familiarity with utility customer systems and integrations, including SAP, CRM platforms, and call center technologies.
• Knowledge of customer privacy, security, and regulatory requirements, including experience supporting audits, regulatory filings, or legal data requests.
• Understanding of utility industry customer dynamics, including billing, outages, reliability, low-income programs, and the regulatory environment.
• Experience with experimentation, performance measurement, and KPI development.
• Experience applying data science methodologies to improve customer experience, operational efficiency, or business performance.

Benefits, Compensation & Workforce Diversity

At FirstEnergy, employees are key to our success. We depend on their talents to meet the challenges of our changing business environment. We are committed to rewarding individual and team efforts through our total rewards philosophy which includes competitive pay plus incentive compensation, a company-sponsored pension plan, 401(k) savings plan with matching employer contribution, a choice of medical, prescription drug, dental, vision, and life insurance programs, as well as skills development training with tuition reimbursement. Please visit our website at www.firstenergycorp.com to learn more about all our employee rewards programs. FirstEnergy proudly supports workforce diversity. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, or status as a qualified individual with a disability. No recruiters or agencies without a previously signed contract. Unable to sponsor or transfer H-1B visas currently.

Safety

Safety is a core value for FirstEnergy and is essential to all our business activities. We ensure employees have the tools, information, and processes to perform their duties in a manner that assures safety for themselves, their co-workers, our customers and the public. Our goals are to provide a safe work environment, to maintain an accident-free, injury-free workplace, and to promote and maintain public safety. To meet these goals, we dedicate ourselves to achieving world-class safety standards.