Data Scientist, Analytics - Customer Experience

@ Twitch • San Francisco, CA

Data Scientist, Analytics - Customer Experience

@ Twitch • San Francisco, CA

About Us

Launched in 2011, Twitch is a global community that comes together each day to create multiplayer entertainment: unique, live, unpredictable experiences created by the interactions of millions. We bring the joy of co-op to everything, from casual gaming to world-class esports to anime marathons, music, and art streams. Twitch also hosts TwitchCon, where we bring everyone together to celebrate, learn, and grow their personal interests and passions. We’re always live at Twitch. Stay up to date on all things Twitch on LinkedIn, Twitter and on our Blog.

About the Role

Data is central to Twitch's decision-making process, and analysts are essential to promoting data-driven decision-making in all of our operations. As an analyst at Twitch, you will structure our team's data to inform the way we build and refine operational processes, delivering community insights that influence the way Twitch products are built, and measuring the user sentiment of policy. You will determine what questions should be asked, and scale analytics methods and tools to support our growing business, leading the way for high-quality, high velocity decisions for your team.

For this role, we're looking for a data scientist who will assist our Customer Experience team in analytics, focusing on ensuring operational excellence and promoting our data. You will report to the CX Analytics Lead. The Customer Experience team's mission is to reduce customer effort and improve satisfaction across all community engagements with Twitch. Your role on the team is to level up the understanding and capabilities of Customer Experience partners and guide them towards better decision making from the available data. In a typical week or month, you will oversee data instrumentation, dashboard/report building, metrics reviews, and ad hoc analysis.

This position can be located in San Francisco, CA, Irvine, CA, or Seattle, WA.

You Will:

  • Promote data knowledge and insights: manage communications with your stakeholders, work with non-technical colleagues to complete data projects and ensure all parties can use the insights to further improve.
  • Maintain a customer-centric focus: be a domain, process, and product expert through data.
  • Develop trust amongst your peers and ensure that your team has access to data to make decisions.
  • Prioritize and execute in the face of ambiguity: work with team members to distill the problem, adapt your tools to answer complicated questions, and identify the trade-offs between speed, quality, and complexity of different approaches.
  • Structure the data, guide development and standardization, enable cross-platform integrations through facilitating data pipelines
  • Create analytical frameworks to measure team success: establish success metrics, evaluate and bolster the available data, create approaches to track the processes and troubleshoot errors, then develop a common language for all colleagues to understand these KPIs.
  • Operationalize data processes - provide the team with ad-hoc analysis, automated dashboards, and self-service reporting tools so that the team can utilize data to enable better decision making.

You Have:

  • 2+ years of industry experience in a relevant field
  • Expert SQL skills--your ability to tap into our data pipeline will be key to your success
  • Experience using data to produce insights and identify areas for improvement
  • Fluency in data analysis and communication around data, including time series analysis, experimentation, forecasting, data visualization, and defining KPI strategy for your business
  • Comfortable working independently; strong prioritization skills and demonstrated ability to manage stakeholder expectations
  • Must be comfortable working with sensitive or disturbing content


  • Medical, Dental, Vision & Disability Insurance
  • 401(k)
  • Maternity & Parental Leave
  • Flexible PTO
  • Commuter Benefits
  • Amazon Employee Discount
  • Monthly Contribution & Discounts for Wellness Related Activities & Programs (e.g., gym memberships, off-site massages, etc.)
  • Breakfast, Lunch & Dinner Served Daily
  • Free Snacks & Beverages

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

We are an equal opportunity employer and value diversity at Twitch. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, veteran status, or disability status, or other legally protected status.