Intuit Customer Success (ICS) Data Science needs to drive growth across its GBSG Ecosystem and deliver world-class end-to-end customer experiences by leveraging deep data insights and customer voice to identify key moments for transformation and growth, aligning with Intuit's strategy to become an AI-driven expert platform.
Requirements
- Deep expertise in customer experience analytics, VoC methodologies, and industry tools.
- Advanced proficiency in data analysis and visualization tools such as SQL, Python, R, Tableau; experience with predictive modeling strongly preferred.
- Extensive experience in supervised and unsupervised learning techniques including logistic regression, random forests, gradient boosting, NLP, and embedding techniques. Deep understanding of evaluation metrics, feature selection, and hyperparameter tuning.
- Demonstrated ability to leverage and develop GenAI systems (ChatGPT, NotebookLM, Anthropic Claude, etc) to make step-change impact to both business and personal work
- Ability to access, integrate, and operationalize data from diverse sources including survey, behavioral, social, digital, and support channel data.
- Proven strategic impact through insights that drive retention, revenue, ecosystem attach, and experience innovation.
- Experience in developing and scaling measurement frameworks tied to organizational Input Goals, leading indicators, and Outcome Metrics indicators for customer outcomes and business performance.
Responsibilities
- Lead the teams managing Customer Experience (CX), Voice of Customer (VoC) data science, survey and data infrastructure, reporting and analytics to support GBSG Customer Success across digital and assisted experiences.
- Drive hypothesis-based insights that identify and prioritize friction points and growth opportunities, influencing improvements in customer journeys, channel optimization, and reduced cost to serve.
- Deliver strategic analytics and model insights to support Smart Guidance, Next Best Action, and HelpGPT across onboarding, retention, and cross-sell journeys.
- Play a leadership role on Intuit Signal (Intuit’s AI-Powered Voice of the Customer Insights Tool) to influence product roadmaps, remove friction, and accelerate actionable insights first in GBSG, and in partnership across Intuit.
- Develop reusable frameworks and agentic performance monitoring tools that support guided workflows, expert enablement, and cost per unit-based contact reduction.
- Lead the development, validation, and operational deployment of advanced machine learning models, including classification, clustering, time series forecasting, and reinforcement learning, to power CS automation, personalization, and performance optimization
- Provide data science leadership for Human + AI Powered Selling initiatives, including funnel insights, lead scoring, and GenAI-enhanced seller tools.
Other
- Ideally 12+ years working in Data Science or Data Analytics fields, and 6+ years managing data professionals and data people managers with a demonstrated success record.
- Demonstrated ability to influence senior executive stakeholders and lead cross-functional enterprise partnerships.
- Strong experimentation background with the ability to lead hypothesis testing to deliver value across customer and expert populations.
- Proven track record of developing high-performing teams and advancing analytics maturity in complex organizations.
- Passion for customer success, combined with extreme ownership, operational rigor, and adaptability in dynamic environments.
