Data Scientist

RESPONSIBILITIES: Drive business impact through localized analytics Identify and develop key performance metrics to measure the effectiveness of Canadian assisted offerings, including Full Service, Business Tax, Assist & Review, Audit Coach, and Audit Defense Partner with cross-functional leaders across operations, product, and engineering to deliver insights that improve customer experience, reduce friction in human assisted flows, and support service consistency across local and French-speaking customers Automate and maintain localized reporting to support real-time, data-informed decision-making year-round and through the tax season Extend and adapt core dashboards and models to meet Canadian requirements, incorporating localized taxonomy, metric definitions, and region-specific workflows Lead development of segmentation frameworks (e.g., digital vs. expert support) to guide proactive help strategies and improve resolution outcomes Optimize data pipelines and ensure robust, scalable infrastructure to support business intelligence across the Canadian expert support ecosystem Analyze channel efficiency metrics – such as customer serving time and digital help and escalation trends – across chat, async, and voice to inform staffing, routing, and tooling decisions Support operational planning and execution throughout the season, including launch readiness, backlog management, and change management aligned with Canadian compliance and service expectations Drive clarity and understanding of KPI performance, including establishing data-driven metric targets, performing root cause analysis, and developing automated processes for key stakeholders Aggregate VOC (voice of customer) signals – spanning surveys, chat, and call data – to proactively shape various customer journeys and surface opportunities for experience improvement REQUIREMENTS: 6 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 and manipulation 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 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. 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. 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.

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