Senior Data Scientist – Customer Contact & Operational Analytics

As a Senior Data Scientist in the Customer Contact team at E.ON Next, you will play a crucial role in using data to improve customer experience, agent performance and operational efficiency across our contact operations.

This role is ideal for someone who understands how data can be used to optimise operations, shape channel demand and support decisions around call demand volume, workforce planning and demand forecasting. You’ll work within a matrix organisation, partnering closely with operational, digital and commercial teams to ensure our data platform and analytics products directly support business outcomes.

We’re particularly interested in candidates who bring contact operations domain experience. However, if this is new to you, we also welcome Senior Data Scientists who have grown from an analyst or strategic insight background, with strong evidence of turning data into actionable operational and strategic insight.

Operational Focus – Senior Data Scientist Impact

• Use data science and analytics to improve customer contact operations, agent performance and end-to-end customer experience
• Develop insight and models that support call demand volume forecasting, channel demand optimisation and operational planning
• Translate complex operational challenges into scalable, actionable data products
• Ensure data, analytics and digital solutions fully support E.ON Next’s operational performance and business objectives

Here’s a taste of what you’ll be doing:

• Partner with colleagues across Customer Contact, Operations, Digital and Commercial teams, using a consultative and collaborative approach to understand problems and unlock value through data
• Translate operational and business challenges into thoughtful, practical analytics and data science solutions, including demand forecasting, optimisation and predictive modelling
• Create metrics, reports and dashboards that tell a clear story, enabling leaders to make confident decisions about customer experience, resourcing and performance
• Apply a broad range of techniques, from classical statistical methods and regression through to machine learning, neural networks and AI
• Deliver work using best practices in data science, technology architecture and development processes, with a focus on production-ready solutions

Are we the perfect match?

• Minimum 4 years’ hands-on experience as a Data Scientist, with exposure to productionised models
• Strong business awareness, with a clear understanding of how contact operations, customer experience and operational decision-making interact
• Experience working in cross-functional teams and engaging stakeholders at different levels of the organisation
• Ability to turn complex analysis into clear, compelling insights for non-technical audiences
• Advanced analytical skills, with experience applying data science, analytics or operational research techniques to real-world business problems
• Proficiency in Python (production-level) and SQL; experience with modern ML/AI libraries such as scikit-learn, TensorFlow or PyTorch
• Familiarity with MLOps, model deployment and cloud platforms such as Databricks, AWS or Azure

It would be great if you had:

• Experience working with customer contact centres, operations, workforce planning or service environments
• Experience analysing channel demand, call demand volume, or operational performance data
• Background in strategic insight, strategic analysis or advanced analytics, particularly if you previously worked as an analyst
• Experience in the energy or retail sector
• Degree (BSc or MSc) in a quantitative or technical discipline (Statistics, Mathematics, Physics, Computer Science, Machine Learning)

Questions about this role?

Reach out to rangsiparn.wongworawit@eonnext.com

Here’s what else you need to know:

• Role may close earlier due to high applications.
• Location – London E.ON Next, 47-53 Charterhouse Street, Farringdon, London, EC1M 6P or Nottingham - E.ON Next office, Trinity House, 2 Burton St, Nottingham NG1 4BX - with travel to our other sites when required.
• Excellent parental leave allowance.
• Award-Winning Workplace - We’re proud to be named a Sunday Times Best Place to Work 2025 and the Best Place to Work for 16–34-year-olds
• Outstanding Benefits - Enjoy 26 days of annual leave plus bank holidays, a generous pension, life cover, bonus opportunities and access to 20 flexible benefits with tax/NI savings
• Flexible & Family-Friendly - Our industry-leading hybrid and family-friendly policies earned us double recognition at the Personnel Today Awards 2024. We’re open to discussing how flexibility can work for you
• Inclusive & Diverse - We’re the only energy company in the Inclusive Top 50 UK Employers. We’re also proud winners of Best Employer for Women and Human Company of the Year—recognising our inclusive, people-first culture
• Support at Every Stage of Life - We’re Fertility Friendly and Menopause Friendly accredited, with inclusive support for everyone
• Accessible & Supportive - Do you consider yourself as having a disability? As a Disability Confident Employer, we guarantee interviews for disabled applicants who meet the minimum criteria for the role and will make any adjustments needed during the process
• Invested in Your Growth - From inclusive talent networks to top-tier development programmes, we’ll support your growth every step of the way
• For all successful candidates. Due to the nature of this role your employment will be subject to a basic DBS (Disclosure Barring Service) check being carried out by ourselves via a 3rd party service provider

We are proud supporters of Women in Data. Connect, engage and belong to the largest free female data community in the UK – visit: www.womenindata.co.uk to join our community.

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