Business Data Scientist

Job summary

The 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)

• 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.
• Apply statistical and machine learning techniques and conduct advanced data analysis to develop innovative solutions to moderately complex problems.
• 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.
• 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.
• Facilitate Closed Loop retrospective meetings to gather feedback on escalation root causes and agree on improvement opportunities. Document identified improvement opportunities in Jira.
• Create regular reports and presentations required to communicate data trends and analytical insights to stakeholders and broader Red Hat audiences.

What you will bring (required skills)

• Bachelor's degree in Data analytics, Computer Science, Engineering, or a related field.
• Demonstrated solid analytical and statistical proficiencies, with proven experience in extracting actionable insights from diverse data sources, encompassing both quantitative assessments and qualitative inputs.
• 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).
• Solid reporting experience and use of tools like Tableau, SFDC, SQL, Jira, and the Google suite.
• Ability to synthesize and deliver information to a variety of audiences, including executives and other business leaders.
• Excellent communication and interpersonal skills, effective in both virtual and in-person environments.
• Solid organizational and project management skills, superior attention to detail.
• Ability to effectively facilitate discussions.
• Familiarity with the Red Hat solutions portfolio, technical support delivery and open source software development processes is a plus.
• Motivation and curiosity, with a passion for data analytics and problem solving, coupled with a customer centric mindset.
• The ability to thrive in a multicultural, collaborative, and open team environment, often involving shared ownership of project deliverables.

About Red Hat

Red Hat

is the world's leading provider of enterprise

open source

software solutions, using a community-powered approach to deliver high-performing Linux, cloud, container, and Kubernetes technologies. Spread across 40+ countries, our associates work flexibly across work environments, from in-office, to office-flex, to fully remote, depending on the requirements of their role. Red Hatters are encouraged to bring their best ideas, no matter their title or tenure. We're a leader in open source because of our open and inclusive environment. We hire creative, passionate people ready to contribute their ideas, help solve complex problems, and make an impact.

Inclusion at Red Hat

Red Hat's culture is built on the open source principles of transparency, collaboration, and inclusion, where the best ideas can come from anywhere and anyone. When this is realized, it empowers people from different backgrounds, perspectives, and experiences to come together to share ideas, challenge the status quo, and drive innovation. Our aspiration is that everyone experiences this culture with equal opportunity and access, and that all voices are not only heard but also celebrated. We hope you will join our celebration, and we welcome and encourage applicants from all the beautiful dimensions that compose our global village.

Equal Opportunity Policy (EEO)

Red Hat is proud to be an equal opportunity workplace and an affirmative action employer. We review applications for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, citizenship, age, veteran status, genetic information, physical or mental disability, medical condition, marital status, or any other basis prohibited by law.

Red Hat does not seek or accept unsolicited resumes or CVs from recruitment agencies. We are not responsible for, and will not pay, any fees, commissions, or any other payment related to unsolicited resumes or CVs except as required in a written contract between Red Hat and the recruitment agency or party requesting payment of a fee.

Red Hat supports individuals with disabilities and provides reasonable accommodations to job applicants. If you need assistance completing our online job application, email

application-

. General inquiries, such as those regarding the status of a job application, will not receive a reply.