CX Data Scientist Volvo Cars

Let's introduce ourselves

At Volvo Cars Customer Experience, we’re looking for a CX Data Scientist to turn customer data into actionable insights that improve experience, retention, and business outcomes. You’ll work at the intersection of data science, AI, and customer experience (CX)—building models, uncovering insights, and embedding intelligence from Voice of the customer into decision-making across the organization.  

What you'll do

Advanced Analytics & Modelling 

In this role, you will lead advanced analytics and modelling initiatives to uncover actionable insights across the customer experience landscape. 
•    Develop predictive models to forecast key CX outcomes such as NPS, CSAT, churn, and complaints 
•    Design next-best-action models to guide operational and CX decision-making 
•    Model relationships between CX metrics and broader business outcomes such as retention, revenue, and cost-to-serve 
•    Develop and deploy analytical products that enable end-to-end customer journey analysis to identify friction points and drop-offs  

Experimentation & Impact Measurement 
•    Innovate and dare to challenge what we have today for something new tomorrow  
•    Design and build & evaluate experiments and A/B tests to measure CX improvements 
•    Quantify impact through uplift analysis, ROI measurement, and outcome tracking 
•    Build scalable analytical frameworks (e.g. journey friction scoring, driver models) 

What you'll bring

Core Skills and Experience

You have a strong foundation in data science and analytics, including both supervised and unsupervised learning, supported by solid skills in statistics, hypothesis testing, and experimental design. You bring hands-on experience with NLP and text analytics, applying techniques such as topic modelling and sentiment analysis to understand customer behavior. 

You’re also familiar with broader AI/ML concepts and how to apply them in a business context, with experience evaluating and monitoring models in production. In addition, you have worked with experimentation frameworks, using A/B testing and causal inference methods to measure impact and support data-driven decision-making. 
You bring strong hands-on experience working with Python, using libraries such as pandas and scikit-learn, along with modern NLP frameworks like spaCy, NLTK, or transformers to solve real-world problems. You are comfortable working with SQL to query, extract, and transform large and complex datasets, and you have experience operating within modern data platforms and cloud environments such as Azure, Snowflake, dbt, or Databricks. 

Impact, Collaboration & Mindset 
While technical expertise is important, your mindset and curiosity are equally valued. 

You have a strong ability to translate complex analysis into actionable business impact, contributing to informed and aligned decision-making across teams. You bring experience working closely with business, product, engineering, and analytics stakeholders, ensuring alignment with customer experience KPIs, operational priorities, and business objectives. You demonstrate a well-developed analytical and problem-solving mindset, with a strong focus on data quality and measurable impact and take ownership of end-to-end analytical solutions. You are outcome-driven and continuously developing your expertise in AI, machine learning, and analytics. You balance independent execution with collaborative teamwork and are motivated to leverage data and AI to improve customer experience and business outcomes.