Senior Manager, Data Science - Customer Experience

As Senior Data Science Manager for Customer Experience, you will define and lead the insights strategy for Headway’s customer experience ecosystem. The team’s mission is to deliver timely, meaningful support when it matters most through best-in-class tooling, automation, and AI.

You will report into Headway’s Platform Group, a mission-critical pillar that ensures the systems behind our insurance platform reliably power patient, provider, and payer experiences. World-class support is a core part of customer experience and essential to Headway’s growth. 

You will partner closely with Product, Engineering, and Customer Experience to deeply understand and improve the customer support experience. You will define the right questions, proactively uncover opportunities, and use data to guide decisions from early concept through launch and iteration. You will set the standards for how we define support quality and effectiveness, ensuring your team delivers work that leads to real, measurable improvements.

• Lead and grow a high-performing team of Data Scientists, fostering a culture of technical excellence and strategic thinking. 
• Develop quarterly roadmaps with cross-functional partners, align Data Science resources, and oversee execution of timely and high-quality work.
• Drive insights and decisions through strategic analysis, reporting, predictive modeling, and experimentation.
• Architect a measurement framework that isolates how human agents, AI, and company policies contribute to customer sentiment to determine which levers we can pull to improve satisfaction. 
• Partner cross-functionally to design and build performance management systems to ensure world-class customer experience at scale.
• Stay close to the data by tackling strategic projects yourself, surfacing gaps in our data and understanding of our customers. 
• Translate complex technical findings into clear, actionable recommendations for executive stakeholders.

• You have 8+ years of experience in data science or analytics roles
• You have 3+ years of experience managing and developing teams
• You have experience working on customer experience, support systems, or service operations (highly preferred)
• You have proven success partnering cross-functionally with Product, Engineering, and Customer Experience
• You have deep expertise in measurement science and causal inference, especially Bayesian A/B testing, with the ability to coach others through complex experimental design
• You are proficient in forecasting and predictive modeling techniques
• You have hands-on technical fluency in SQL and Python or R
• You have experience adopting and championing AI-assisted tools to accelerate and automate data workflows
• You have strong communication and stakeholder management skills

• You'll shape analytics for the Customer Experience at Headway, informing the vision and roadmap for improving support operations and product at scale.
• You'll play a key role in how automation and AI reduce friction and improve support experiences
• You'll partner closely with senior leadership and directly influence company strategy and growth