About the Prospect

Experience Advisors (XA) is seeking a senior contract Data Science & Engineering Lead to serve as the primary quantitative and analytical expert for supporting our clients with enhancing the sophistication and maturity of their Voice-of-the-Customer (VoC) program.

This role is purpose-built for an experienced data scientist / advanced analytics professional who can design, build, and operationalize a CX-to-business-value model that credibly links customer experience metrics to behavioural, operational, and financial outcomes.

You will act as the sole / lead data science resource on this initiative, working closely with XA’s CX strategists, research leads, and analysts. Your work will directly underpin executive-facing business cases, ROI narratives, and a reusable CX value modeling framework.

About the Role & Responsibilities

CX–Value Model Design & Build:

- Design and build a statistically sound CX Value Framework that links CX drivers and metrics (e.g., CSAT, rCSAT, tCSAT, CES) to customer behaviours and enterprise outcomes (e.g., revenue, retention, cost-to-serve).
- Develop correlation, regression, and sensitivity models to quantify impact and support defensible attribution logic.
- Clearly document assumptions, limitations, and methodology to ensure transparency and reusability.

Advanced Analytics & Scenario Simulation:

- Conduct scenario and “what-if” modeling (e.g., impact of a +1 or +3 point CX improvement).
- Quantify financial and operational implications such as revenue lift, churn reduction, or service cost reduction.
- Enable future simulations by designing the model to be modular and updateable.

Data Engineering & Preparation:

- Work with large, complex transactional datasets (not survey-only data), integrating CX, behavioural, operational, and financial data sources.
- Write efficient SQL to extract, join, and transform data from multiple systems.
- Prepare clean, analysis-ready datasets in Python or R.

Model Operationalization & Handover:

- Export the final CX Value Model into an Excel-based simulator suitable for non-technical users.




- Create clear documentation and logic walkthroughs to support long-term internal use by CX and Analytics teams.
- Participate in knowledge-transfer sessions to enable internal capability.

Stakeholder Collaboration & Validation:

- Participate in stakeholder working sessions with CX, Analytics, Digital, Retail, Customer Care, and Finance teams.
- Support validation discussions by explaining analytical methods and results in plain, business-oriented language.
- Incorporate feedback while maintaining methodological rigor.

About You

- You are a senior, hands-on data scientist or advanced analytics consultant who is comfortable operating independently, owning complex models end-to-end, and translating analytics into business value.
- 7+ years of experience in data science, advanced analytics, or quantitative consulting.
- Demonstrated experience building business-impact, ROI, or value attribution models, ideally in CX, marketing, service, or digital contexts.
- Strong comfort working in ambiguous environments where the problem must be shaped as part of the solution.

Required Technical Skills & Expertise

Core Tools

- Python or R for data science, modeling, and statistical analysis.
- SQL for data extraction, transformation, and preparation.
- Excel for final model delivery, scenario simulation, and stakeholder usability.

Analytical & Domain Expertise
- Deep understanding of transactional data (e.g., behavioural logs, operational records, financial transactions), and how it differs from survey-only datasets.
- Strong understanding of financial data and KPIs, including revenue, cost, margin, and investment trade-offs.
- - Proven ability to build complex analytic models that integrate multiple data types and business signals.

Modeling & Methods





- Regression modeling, correlation analysis, and driver analysis.
- Scenario modeling and sensitivity analysis.
- Clear attribution logic and defensible analytical assumptions.

Core Competencies: Skill Depth

Advanced Analytics: CX-to-value modeling · Regression & scenario analysis

Data Engineering: SQL-based extraction · Data integration · Cleaning & preparation

Transactional Data: Operations / Transaction data manipulation · Model integration

Financial Acumen: Revenue, cost-to-serve, ROI modeling

Model Design: Transparent, reusable, and defensible frameworks

You will thrive at The Experience Advisors if you can:

- Are comfortable being the primary analytical authority on a high-visibility project.
- Enjoy working at the intersection of CX, analytics, and finance.
- Can move fluidly between Python/R, SQL, and Excel without losing rigor.
- Take pride in building models that executives can actually understand and use.
- Balance statistical discipline with pragmatic, decision-oriented thinking.

Why The Experience Advisors?

Experience Advisors (XA) is the consulting and training arm of CSPN Inc., a pioneer in Customer, Employee, and Citizen Experience since 1997. We enable organisations to create exceptional interactions through strategy, research, journey mapping, and enablement programmes. Our re-imagined brand is on an aggressive growth trajectory, offering a workplace where curiosity is rewarded, collaboration is celebrated, and innovation is mandatory.

This role is central to proving and operationalizing the business value of customer experience for a large, complex public-sector organization. Your work will directly shape how CX investments are justified, prioritized, and funded, both for this engagement and as a reusable framework for the future.

Ready to shape the future of evidence-based CX? Apply today with your résumé.

XA is an equal-opportunity employer. Accommodations are available on request for candidates participating in all aspects of the recruitment and selection process.

📌 Data Science & Engineering Lead (Contract) (Markham)
🏢 The Experience Advisors
📍 Markham