Director-Data Science

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.