Customer Care Quality

3 weeks ago

Whitley Bay, United Kingdom Jaguar Land Rover Full time

REQ ID: 114808
JOB TITLE: Customer Care Quality - Data Science Specialist
SALARY: Competitive
POSTING END DATE: 26/04/2023
LOCATION: Whitley

Beyond Property, Purchasing, HR and IT, more than being part of our Finance or Marketing teams, beyond even Sales and Service, every role in every business area offers unique opportunities to make an impact on the future of mobility and the automotive industry.

**THE OPPORTUNITY**

The automotive industry is entering an industrial revolution, driven by technological innovation in car connectivity, data science and consumer trends in digitisation. Against this backdrop we have an exiting opportunity to transform the quality of our products through the use of advanced data science enabling a modern luxury customer journey.

The Customer Care Quality (CCQ) are the independent voice of the customer with responsibility for the detection and prioritisation of customer issues and deployment of the fixes for these issues. As the Data Science Specialist you will provide technical leadership in innovating and improving how we detect and characterise product quality issues through analytics and data science techniques and technologies.

You will collaborate with CCQ team to collectively define the technical strategy and roadmap to achieve the teams vision for issue detection and deployment. This will include identifying opportunities where data science and analytics can be leveraged to create a luxury customer experience.

You will work closely with the Data Science and Analytics Manager and team to develop and assess technical capability to deliver business requirements they have created. You will bring technical developments and opportunities to the team to create impact and growth for our products. You will identify and build relationships with data and analytics teams across JLR to ensure regular sharing of work and best practice, identify areas for collaboration and mutually leverage skills, experiences and expertise.

**WHAT YOU'LL NEED**
- Provide technical leadership in innovating and improving how we detect and characterise product quality issues through analytics and data science techniques and technologies
- Creation of technical strategy and roadmap for data science and analytics for CCQ
- Creating an environment of technical excellence through the identification and evaluation of best practice techniques and technology and their use in CCQ
- Provide technical consultation to the CCQ team on data science and analytics queries and use this to develop a self-learning environment
- Identify and collaborate with cross functional technical stakeholders to create higher impact across the business through the use of data science and analytics
- Develop technical skills matrix for the data science and analytics team ensuring the team has the required skills, knowledge and experience to deliver the roadmap
- Oversee all technical aspects of data science and analytics projects in CCQ. Ensure analytics work, from experimentation to production, utilises best practice process, architecture, technologies and documentation most appropriate to the project, e.g. maintainable, robust, scalable
- Ensure best practices in software development, data science and data engineering are embedded in the culture and adhered to
- Continuously find ways to keep improving the quality and speed of technical developments and delivery of the team by actively seeking our industry developments and feedback from the team

**WHAT YOU'LL NEED**
- Substantial experience working with and in end-to-end delivery of analytics projects.
- Experience in leading teams and in providing ongoing coaching and oversight over the development of analytics products.
- Good understanding of statistics and data science concepts and techniques.
- Experience with programming languages, such as Python and SQL, and data science libraries, e.g. Pandas, Scipy, PyTorch, Spacy, HuggingFace, etc.
- Experience with cloud platforms, e.g. Google Cloud Platform, AWS.
- Experience with visualisation tools, e.g. Tableau.
- Experience with software development practices, e.g. agile methodology, clean coding, CI/CD, git, etc.
- Eager to research and learn new analytics and data science use cases, techniques and technologies.
- Driven to improve capabilities and productivity of analytics team.
- Able to partner with business and technical team members to work as one team.
- Self-starting and able to dictate where to focus based on team / business needs.
- Familiar with Agile leadership and capable of instilling trust in teams and creating transparency in the organisation

**Desirable**:

- Experience with MLOps.
- Experience in data engineering, e.g. data pipelining.
- Considerable experience in the automotive / manufacturing sector.
- Knowledge of predictive maintenance / product quality issues resolution detection methodologies.

**SO WHY US?**

Bring all this to the home of premium innovation, and you’ll find the opportunities to furt

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