Job summaryThe Critical Accounts team’s Closed Loop program, operating within the Red Hat Experience Engineering organization, is responsible for addressing root causes and customer issues that lead to escalations. This program also contributes to initiatives focused on simplification and continuous improvement across Red Hat, encompassing aspects of People, Process, and Technology. The team is currently seeking a Closed Loop Program Data Scientist to be based in Brno, Czech Republic. In this capacity, you will be tasked with the collection, administration, and analysis of data to identify opportunities for improvement that address root causes impacting customer experience. In addition to advanced analytical work, this responsibility necessitates interaction with cross-functional global teams to gather feedback pertaining to critical escalations and to document identified improvement opportunities within a project management system.The successful candidate will foster a culture of continuous learning and improvement, focusing on error prevention and recovery through closed-loop mechanisms. A strong motivation for leveraging data to enhance customer experience is essential.What you will do (primary job responsibilities)<ul><li>Develop methods, processes, and systems to consolidate and analyze large qualitative and quantitative data sets (support case and escalation data, retrospective feedback, etc.) to generate trends and actionable insights leading to the identification of escalation root causes and resulting improvement opportunities.</li><li>Apply statistical and machine learning techniques and conduct advanced data analysis to develop innovative solutions to moderately complex problems.</li><li>Proficiently leverage AI-assisted development tools, such as Git/Github/Gitlab, Gemini, Granite and Cursor, to optimize code generation and auto-completion to continuously enhance code quality and resulting analytical insights.</li><li>Investigate and pilot emerging AI technologies, proactively identifying and integrating new AI capabilities into current workflows and tooling to augment program functionalities and deliverables. Furthermore, automate routine data processes to enhance operational efficiency.</li><li>Facilitate Closed Loop retrospective meetings to gather feedback on escalation root causes and agree on improvement opportunities. Document identified improvement opportunities in Jira.</li><li>Create regular reports and presentations required to communicate data trends and analytical insights to stakeholders and broader Red Hat audiences.</li></ul>What you will bring (required skills)<ul><li>Bachelors degree in Data analytics, Computer Science, Engineering, or a related field.</li><li>Demonstrated solid analytical and statistical proficiencies, with proven experience in extracting actionable insights from diverse data sources, encompassing both quantitative assessments and qualitative inputs.</li><li>Familiarity with Business Intelligence (BI) technologies and experience in developing methodologies, processes, and systems for consolidating and analyzing unstructured, complex, and heterogeneous big data sources. Proficiency in Python and/or other programming languages, Git, Javascript (Apps Script), REST API, and in the development of customer applications utilizing Large Language Models (LLMs).</li><li>Solid reporting experience and use of tools like Tableau, SFDC, SQL, Jira, and the Google suite.</li><li>Ability to synthesize and deliver information to a variety of audiences, including executives and other business leaders.</li><li>Excellent communication and interpersonal skills, effective in both virtual and in-person environments.</li><li>Solid organizational and project management skills, superior attention to detail.</li><li>Ability to effectively facilitate discussions.</li><li>Familiarity with the Red Hat solutions portfolio, technical support delivery and open source software development processes is a plus.</li><li>Motivation and curiosity, with a passion for data analytics and problem solving, coupled with a customer centric mindset.</li><li>The ability to thrive in a multicultural, collaborative, and open team environment, often involving shared ownership of project deliverables.</li></ul>#LI-OA1About Red Hat<a href="https://www.redhat.com/" target="_blank">Red Hat</a> is the world’s leading provider of enterprise<a href="https://www.redhat.com/en/about/open-source" target="_blank"> open source</a> software solutions, using a community-powered approach to deliver high-performing Linux, cloud, container, and Kubernetes technologies. 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