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Data Scientist II, Forecasting & Workforce Planning

Passionate about a rare opportunity to help craft the future of customer service in travel?  Expedia Group is one of the top consumer e-commerce businesses and the largest online travel service in the world.    

We are seeking a data scientist to join our Traveler and Partner Service Platform team.  You are an established performer who consistently applies analytics capabilities, principles and playbooks to solve business issues, with a moderate level of guidance and direction.

This position will be responsible for providing forecasts of customer behaviour which will be used to feed into our Workforce Management (WFM) staffing requirements globally for various segments of our large operations.   In this role you will leverage large data sets and statistical forecasting software to predict future contact demand from our travelers and/or partners.   You will be focused on accurately predicting volume, gathering and validating data, comparing model outputs and selecting best fit algorithms to provide an analytical strategy to meet objectives, as well as making appropriate recommendations to leadership to improve business planning. The role will also be required to evaluate scenarios to solve unique business problems through various modeling techniques. 

What you’ll do:

• Provide demand forecasts across multiple contact and operations centers, delivering accurate and timely forecasts that will be used for short-term operational execution and long-term budget planning
• Learn and leverage SAS Viya forecasting suite to find data insights for the generation of regular forecast outputs at different time grains that work to drive ongoing accuracy in forecasting
• Develop forecast models using multiple techniques and identify those that generate best fit and most accurate forecasts
• Track and analyze contact volumes and arrival patterns, handle times, and other relevant data to develop and maintain forecast models of workload and effort
• Work with stakeholders to Identify and analyze contact drivers and source relevant data for each business area, to empower machine learning findings that will help the business make informed decisions on future forecasts
• Initiate and govern data processing automation task to improve efficiency and reduce manual task
• Ensure data integrity and accuracy through comprehensive data management practices.
• Incorporate into forecasts any business initiatives impacting customer contact demand
• Identify anomalies and maintain historical data hygiene
• Proactively adjust forecast models to account for changes in business processes, metrics, org design, external drivers, etc, measuring the impact of change through data and presenting recommendations both in verbal and written formats
• Assist with creation of forecast reviews and presentations as needed by team management
• Support weekly, monthly and/or quarterly reviews showing forecast performance against stated objectives, including observed trends
• Drive continuous process improvements for the process of forecasting demand
• Analyze data to identify trends and/or patterns or solve business problems, and make recommendations as appropriate to improve forecast accuracy
• Conduct data mining and statistical analysis to identify trends and opportunities for business growth.
• Work collaboratively with stakeholders to gain a profound knowledge of business drivers and factors impacting on volume and share findings and observations
• Train and mentor junior analysts on the use of SAS Viya and other analytical tools.

Who you are:

• Bachelor's degree or equivalent in Mathematics, Data Science or similar
• 1-2+ years in data science and/or data modelling roles, with preferred experience in an operational or financial analysis role with an emphasis in forecasting business activity
• Demonstrated experience of delivering data-driven insights and recommendations that drove change or performance improvement for stakeholders.
• Demonstrable intermediate level experience of using SAS Viya, R, Python or SQL for data analysis, structuring, transforming and visualizing big data
• Understanding of basic machine learning concepts (Time Series Forecasting) and experience with AI/Machine Learning capabilities an advantage
• Advanced spreadsheet and data table skills required, including macros, pivots, interacting with databases, and manipulating large data sets
• Experience in use of additional complex analytical tools, eg, database querying (SQL), relational databases, Business Objects, Salesforce, Tableau, SAS, etc.
• Experience in contact center environment and knowledge of standard contact center planning metrics and methodology highly advantageous
• Experience producing meaningful presentations and reports
• You possess excellent interpersonal skills and have demonstrated the ability to work with all levels of management, across different organizations
• You are an excellent verbal and written communicator with the ability to present ideas clearly and gain consensus with peers and leaders
• You possess a strong intellectual curiosity and demonstrate proven analytical skills with the ability to collect, organize, analyze, and disseminate information with attention to detail and accuracy
• You are a self-starter who can work independently to turn vision into results
• You have a passion for using data to drive better decision-making
• You have a growth mindset and are both flexible and pragmatic when faced with complex challenges
• You are comfortable working with people in multiple countries and time zones and in a hybrid work environment
• You are extremely well organized with the ability to work on and manage multiple projects at the same time and within tight timelines
• You have a passion for innovation and continuous improvement
• You have proven skills for business problem identification, pattern recognition, data collection and preparation, and independent problem-solving
• You are a team player who enjoys working with colleagues to learn and share knowledge

Starting pay for this role will vary based on multiple factors, including location, available budget, and an individual’s knowledge, skills, and experience.  Pay ranges may be modified in the future.

Expedia Group is proud to offer a wide range of benefits to support employees and their families, including medical/dental/vision, paid time off, and an Employee Assistance Program. To fuel each employee’s passion for travel, we offer a wellness & travel reimbursement, travel discounts, and an International Airlines Travel Agent (IATAN) membership. View our full list of benefits. 

About Expedia Group 

Expedia Group (NASDAQ: EXPE) powers travel for everyone, everywhere through our global platform. Driven by the core belief that travel is a force for good, we help people experience the world in new ways and build lasting connections. We provide industry-leading technology solutions to fuel partner growth and success, while facilitating memorable experiences for travelers. Expedia Group's family of brands includes: Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Vrbo®, trivago®, Orbitz®, Travelocity®, Hotwire®, Wotif®, ebookers®, CheapTickets®, Expedia Group™ Media Solutions, Expedia Local Expert®, CarRentals.com™, and Expedia Cruises™.  

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Employment opportunities and job offers at Expedia Group will always come from Expedia Group’s Talent Acquisition and hiring teams. Never provide sensitive, personal information to someone unless you’re confident who the recipient is. Expedia Group does not extend job offers via email or any other messaging tools to individuals to whom we have not made prior contact. Our email domain is @expediagroup.com. The official website to find and apply for job openings at Expedia Group is careers.expediagroup.com/jobs.