Senior Data Scientist, CX Analytics

Overview

Senior Data Scientist (CX Consumer Analytics) responsible for models, experiments, and behavioral intelligence that connect customer support interactions to business revenue and retention impact.

What you'll do

• Own and evolve CX revenue calibration models that translate support interaction data into revenue signals.
• Design and run causal inference frameworks and experiments to measure incremental CX program impact.
• Build and maintain LLM-powered classification pipelines for CX contact taxonomy, friction detection, and issue attribution.
• Define segmentation models and behavioral signals with CX Program Managers and Product teams for personalized experiences.
• Maintain statistical rigor for experimentation, causal analysis, and model outputs for executive reporting and regulatory defensibility.

What you'll need

• BA/BS in a quantitative field with 5+ years relevant experience, or a PhD in a quantitative field with 3+ years relevant experience.
• Experience building revenue attribution or causal impact models.
• Practical expertise in A/B testing, causal inference, and ML for real-world business problems.
• Experience designing and deploying LLM-based classification or NLP pipelines.
• Ability to synthesize complex outputs into clear narratives for executive and product audiences.
• Experience responsibly using generative AI tools/coplots (e.g., LibreChat, Gemini, Glean) with human-in-the-loop practices.

Details

• Location: Remote - USA.