Senior Data Scientist - Healthcare Contact Center Sales and Routing Analytics - Remote

UnitedHealthcare is simplifying the health care experience, creating healthier communities, and removing barriers to quality care. The Senior Data Scientist will apply data science, advanced analytics, and AI/ML insights to improve healthcare contact center sales, routing, customer experience, and reporting. The role also partners with business and technology teams on requirements, validation, testing, and production readiness.

Responsibilities:

• Apply analytics and AI/ML insights to improve Medicare sales conversion, DTC engagement, routing effectiveness, and agent performance
• Conduct advanced analysis across contact center interactions, routing performance, agent and queue metrics, sales funnel trends, and customer journey signals
• Identify drivers of enrollment conversion, journey friction, routing opportunities, and first-contact effectiveness through advanced analytics and AI/ML techniques
• Partner with Sales, Operations, and supporting teams to improve Medicare and DTC contact center performance
• Translate complex operational challenges into practical, measurable analytical solutions
• Support use cases that strengthen routing strategies, lead prioritization, conversation effectiveness, and contact center efficiency
• Serve as a trusted resource for initiatives affecting routing performance, reporting insights, conversation workflows, and operational decision-making
• Ensure enhancements align with business objectives, reporting needs, routing effectiveness, and operational performance
• Serve as a key liaison between business stakeholders and development teams
• Translate business needs and operational context into clear outcomes and change impacts
• Support delivery by refining requirements, validating outcomes, and ensuring readiness for testing and release
• Partner with business users and validation teams to ensure enhancements meet expectations and operational needs
• Translate analytical findings and technical implications into clear, actionable insights for technical and non-technical audiences
• Partner effectively with business users, product owners, developers, architects, QA teams, and operational leaders
• Balance hands-on analytical work with ownership of requirements translation, validation, and business enablement

Requirements:

• 5+ years of experience in data science, advanced analytics, business intelligence, or business analytics roles
• Solid hands-on experience with SQL, Databricks, and enterprise cloud analytics environments
• Experience supporting contact center, customer operations, sales operations, or healthcare/insurance functions
• Experience validating functional or architectural changes to ensure alignment with intended business outcomes
• Demonstrated ability to work across the solution lifecycle, including requirements gathering, analytical design, data validation/UAT, and production readiness
• Demonstrated ability to translate between business requirements and technical implementation
• Experience in healthcare insurance, especially Medicare sales, government program sales support, or DTC / consumer acquisition workflows
• Experience supporting AI-enabled routing, call flow optimization, or conversation management in a contact center environment
• Familiarity with telephony/routing ecosystems, call center performance metrics, agent workflow analytics, and customer interaction data
• Experience with user story grooming, technical acceptance criteria, UAT execution, release validation, and cross-functional solution coordination