Senior Data Scientist, CX Analytics

Tech Stack

Responsibilities

• Own and evolve CX's Downstream Impact of Support (DSI) revenue calibration models, translating support interaction data into quantified revenue signals.
• Design and execute causal inference frameworks and experiments to measure the incremental impact of CX programs on customer retention and product engagement.
• Build and maintain LLM-powered classification pipelines for CX contact taxonomy, customer friction detection, and issue attribution.
• Partner with CX Program Managers and Product teams to define segmentation models and behavioral signals that enable personalized experiences and improve business outcomes.
• Maintain a high bar for statistical rigor across CX's analytics function, ensuring experimentation, causal analyses, and model outputs meet the standards required for executive reporting and regulatory defensibility.

Benefits

• 401k
• Equity
• Health Insurance
• Remote Work

Culture

Requirements