Director-Data Science NY

Position: Director-Data Science  NY)
Director-Data Science (New York, NY)

New York, NY, United States(Hybrid)

** Job Description*
* ** Director - Data Science, Global Servicing Decision Science*
* ** About the Team*
* The Global Servicing Decision Science (GSDS) team is the Decision Science engine for Global Servicing, bringing together advanced analytics, data science, AI/GenAI, and decisioning to transform servicing experiences, empower colleagues, and enable intelligent operations. GSDS serves as a centralized Decision Science Center of Excellence, partnering across Product/Capabilities, Control Management, Strategy, Operations, Technology, and enterprise analytics and data science teams.

GSDS builds and scales servicing intelligence across Global Servicing-from predictive and proactive servicing, personalization, next-best-action and journey orchestration to conversational AI, agent assist, AI-powered coaching, conduct and quality monitoring, and complaint and dispute intelligence. Our mandate is to build durable, production-ready capabilities that continuously improve decisions through prediction, recommendation, optimization, experimentation, and learning.

** How will you make an impact in this role?*
* As Director, you will define and lead the vision, strategy, and execution of Decision Science across Global Servicing, translating complex customer and business challenges into scalable intelligence capabilities that improve customer experience, colleague effectiveness, operational efficiency, membership value, and controls.

This is a highly visible leadership role requiring deep analytical rigor, strong technical and AI expertise, strategic problem-solving, commercial acumen, and enterprise leadership. You will lead a high-performing team of data science professionals and partner across Global Servicing and the enterprise to embed intelligent decisioning into servicing experiences and processes.

You will also help shape the next generation of servicing Decision Science-advancing capabilities such as Agentic AI, transformer-based recommendation systems, and Conversational AI while ensuring solutions are production-ready, measurable, governed, and continuously improving.

** Responsibilities*
* ** Key Responsibilities*
* ** GSDS Strategy & Business Impact*
* - Define and lead the Decision Science roadmap across Global Servicing, identifying and prioritizing high-impact opportunities across servicing experiences, membership value and engagement, colleague efficiency, and operational excellence.

- Translate business strategy into clear Decision Science priorities, success measures, and investment choices, connecting technical opportunities to measurable customer and business outcomes.

** AI / GenAI & Decision Science Leadership*
* - Provide technical leadership across AI/ML, GenAI, prediction, recommendation, optimization, experimentation, and learning, setting a high bar for solution design, evaluation, and analytical rigor.

- Drive the evolution of GSDS toward emerging AI paradigms, including Agentic AI and multi-agent workflows, transformer-based recommenders and representation learning, and Conversational AI/LLM-based systems that can reason over context and support increasingly intelligent servicing decisions.

- Maintain sufficient technical depth to challenge architectures, modeling choices, evaluation frameworks, and trade-offs, and to guide teams from experimentation through scalable production deployment.

** Scalable Decisioning Products & Production AI*
* - Oversee development of reusable, production-ready data science products and decisioning systems that leverage customer, behavioral, contextual, and operational data to enable timely and personalized decisions.

- Partner with Technology, platform, and governance teams to deploy and evolve AI solutions with appropriate architecture, observability, controls, model/AI quality, and lifecycle discipline.

** Leadership, Talent & Enterprise Influence*
* - Lead, mentor, and grow a high-performing team of data science professionals, fostering technical excellence, first-principles problem solving, innovation, ownership, and strong commercial judgment.

- Build organizational capability across Applied GenAI, AI engineering and architecture, advanced recommendation and decisioning methods, strategic problem solving, and commercial storytelling.

- Influence senior stakeholders and build strong cross-functional accountability, using clear and compelling narratives to drive prioritization, investment decisions, adoption, and…