Senior Data Scientist

Job Summary

As a full-time Senior Data Scientist on the CX Consumer Analytics team, the successful candidate will own revenue calibration models, design experimentation frameworks, and develop behavioral intelligence to enhance customer support interactions and drive financial impact, all while working remotely with quarterly in-person sessions.

Key responsibilities

• Own and evolve CX's Downstream Impact of Support (DSI) revenue calibration models to quantify revenue signals from support interaction data
• Design and execute causal inference frameworks and experiments to assess the impact of CX programs on customer retention and engagement
• Build and maintain LLM-powered classification pipelines for CX contact taxonomy and issue attribution, collaborating with Analytics Engineers

Required qualifications

• BA/BS in a quantitative field with 5+ years of experience or a PhD with 3+ years of relevant experience
• Experience in building revenue attribution or causal impact models in consumer-facing analytics
• Proficiency in statistical concepts including A/B testing and causal inference applied to real-world business problems
• Experience in designing and deploying LLM-based classification or NLP pipelines
• Ability to synthesize complex model outputs into actionable narratives for cross-functional stakeholders