A client with Kforce is seeking a hybrid Data Scientist to join their team in Mountain View, CA. Responsibilities: * Drive business impact through localized analytics * Identify and develop key performance metrics to measure the effectiveness of Canadian assisted offerings, including Full Service, Business Tax, Assist & Review, Audit Coach, and Audit Defense * Partner with cross-functional leaders across operations, product, and engineering to deliver insights that improve customer experience, reduce friction in human assisted flows, and support service consistency across local and French-speaking customers * Automate and maintain localized reporting to support real-time, data-informed decision-making year-round and through the tax season * Extend and adapt core dashboards and models to meet Canadian requirements, incorporating localized taxonomy, metric definitions, and region-specific workflows * Lead development of segmentation frameworks (e.g., digital vs. expert support) to guide proactive help strategies and improve resolution outcomes * Optimize data pipelines and ensure robust, scalable infrastructure to support business intelligence across the Canadian expert support ecosystem * Analyze channel efficiency metrics - such as customer serving time and digital help and escalation trends - across chat, async, and voice to inform staffing, routing, and tooling decisions * Support operational planning and execution throughout the season, including launch readiness, backlog management, and change management aligned with Canadian compliance and service expectations * Drive clarity and understanding of KPI performance, including establishing data-driven metric targets, performing root cause analysis, and developing automated processes for key stakeholders * Aggregate VOC (voice of customer) signals - spanning surveys, chat, and call data - to proactively shape various customer journeys and surface opportunities for experience improvement