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Sr Data Scientist- Conversational AI & NLU

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Citizens Bank

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Location:
United States , Westwood

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Category:
IT - Software Development

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Contract Type:
Employment contract

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Salary:

124000.00 - 165000.00 USD / Year
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Job Description:

The Senior Data Scientist – Conversational AI & NLU is responsible for designing, developing, evaluating, and optimizing conversational AI solutions across chat and voice channels. This role focuses on GenAI-driven conversational experiences, agentic multi‑turn conversations, and rigorous evaluation of NLU and LLM-based systems, while serving as a primary interface between business stakeholders and data science delivery teams.

Job Responsibility:

  • Design, develop, and optimize GenAI-powered conversational AI solutions using advanced prompting strategies, structured evaluation frameworks, continuous monitoring, and solution performance reporting
  • Build and improve agentic, multi-turn conversational experiences with robust context management, memory strategies, and conversation state handling
  • Own experimentation and evaluation of NLU, LLM, and conversational AI solutions, including hypothesis definition, metric design, error analysis, and recommendation of targeted improvements
  • Act as the primary data science partner to business stakeholders by gathering requirements, clarifying objectives, translating needs into actionable analytical and modeling tasks, and driving execution to measurable outcomes
  • Assign, coordinate, review, and provide technical guidance on work delivered by onshore and offshore data scientists, ensuring analytical rigor, consistency, and timely delivery
  • Support end-to-end delivery of conversational AI and NLU capabilities for IVR and chat solutions, including intent understanding, entity extraction, dialogue flows, and conversational quality assessment
  • Analyze conversation data such as chat logs, call transcripts, and speech-to-text outputs to identify gaps, failure modes, and optimization opportunities across user journeys
  • Define and report solution-level KPIs related to conversation success, containment, task completion, accuracy, customer effort, and overall experience quality
  • Ensure conversational AI solutions align with enterprise standards, governance, and regulatory expectations, particularly in highly regulated environments

Requirements:

  • Master's or Ph.D. in Computer Science, Data Science, Machine Learning, or a related quantitative field
  • 5+ years of experience in data science, with at least 3+ years focused on conversational AI, NLU, or NLP-driven systems
  • Strong programming and analytical skills in Python, applied primarily to modeling, experimentation, and evaluation
  • Hands-on experience with LLM Evaluation frameworks like RAGAS, DeepEval, LangSmith, etc.
  • Proven ability to design, run, interpret, and communicate the results of NLU and conversational AI experiments, translating insights into concrete model and conversation improvements
  • Experience supporting text- and voice-based, multi-turn, actionable conversational experiences within contact center or customer-facing platforms
  • Strong communication skills with demonstrated ability to explain complex analytical concepts to technical and non-technical stakeholders

Nice to have:

  • Hands-on experience with Amazon Connect, Amazon Bedrock, or Amazon Lex
  • Practical experience applying LLMs and GenAI techniques to conversational or customer experience use cases
  • Familiarity with IVR analytics, conversational logging frameworks, call transcripts, and speech-to-text data analysis
  • Experience working in banking, financial services, or other regulated enterprise environments
What we offer:
  • Competitive pay
  • Comprehensive medical, dental and vision coverage
  • Retirement benefits
  • Maternity/paternity leave
  • Flexible work arrangements
  • Education reimbursement
  • Wellness programs

Additional Information:

Job Posted:
May 16, 2026

Expiration:
June 30, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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