Enterprise Transfer Intelligence Data Scientist - Remote

Job d:

Location:

Minnetonka, Minnesota, United States Salary: $72,800 - $130,000/year

Job Area:
Business & Data Analytics Company:
United Health Group At United Healthcare, we're simplifying the health care experience, creating healthier communities and removing barriers to quality care. The work you do here impacts the lives of millions of people for the better. Come build the health care system of tomorrow, making it more responsive, affordable and optimized. Ready to make a difference? Join us to start Caring.

Connecting. Growing together

The Enterprise Transfer Intelligence Data Scientist will play a key role in advancing the Contact Center Transformation (CCT) Transfer Reduction initiative by developing and operationalizing enterprise Transfer Intelligence capabilities. This role will leverage AI, machine learning, advanced analytics, statistical modeling, and large language models to identify, explain, predict, and reduce unnecessary transfers across the enterprise.

Working across call transcripts, routing data, authentication data, telephony platforms, operational metrics, and customer interaction data, this individual will transform complex data into actionable intelligence that helps leaders improve routing effectiveness, reduce avoidable handoffs, increase first-contact resolution, optimize contact center operations, and improve the overall customer experience.

This position is responsible for converting transfer intelligence into measurable business outcomes through advanced analytics, opportunity identification, decision-support products, and ongoing optimization efforts across multiple lines of business.

You'll enjoy the flexibility to work remotely
* from anywhere within the U.S. as you take on some tough challenges. For all hires in the Minneapolis or Washington, D.C. area, you will be required to work in the office a minimum of four days per week.

Primary Responsibilities:

Transfer Intelligence & Opportunity Identification Analyze transfer behavior across multiple lines of business to identify opportunities to reduce avoidable transfers

Conduct destination analysis to identify transfer hotspots, recurring transfer patterns, ineffective handoffs, and routing breakdowns

Identify and quantify drivers of multi-transfer, ping-pong, repeat-transfer, and incorrect-destination interactions

Evaluate relationships between transfers and authentication outcomes, routing design, agent skill alignment, business processes, technology limitations, and customer needs

Develop forecasting and scenario-modeling techniques to estimate the expected impact of potential transfer-reduction initiatives

Deliver prioritized recommendations that influence routing strategies, staffing decisions, training investments, operational processes, and technology improvements AI, Machine Learning & Advanced Analytics Develop, maintain, and enhance advanced analytical models supporting enterprise transfer reduction efforts

Operationalize and continuously improve transfer root-cause analytics capabilities

Apply machine learning, natural language processing, large language models, and statistical techniques to analyze structured and unstructured datasets

Monitor analytical model performance, identify drift, evaluate accuracy, and recommend enhancements

Expand analytical solutions through integration of new data sources including call transcripts, routing activity, authentication outcomes, IVR interactions, queue behavior, and operational metrics

Refine classification taxonomies, prompts, business rules, and analytical frameworks to improve insight quality and business value

Research and evaluate emerging AI capabilities and determine how they can improve transfer analytics and opportunity identification

Transfer Intelligence Product Development Design, develop, and enhance enterprise Transfer Intelligence products and analytical solutions

Support the evolution of Transfer Genie, Databricks-based products, semantic layers, and AI-enabled self-service experiences

Develop reusable analytical assets, governed metrics, and scalable data products that support enterprise-wide transfer analysis

Partner with stakeholders to prioritize future product enhancements and identify new analytical capabilities

Translate complex analytical findings into intuitive and actionable business insights for technical and non-technical audiences

Investigations & Performance Optimization Lead analytical investigations related to transfer-rate changes, migration impacts, routing concerns,…