Intuit Customer Success (ICS) Data Science needs to leverage 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 and deliver personalized, end-to-end experiences.
Requirements
- 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.
- Strong experimentation background with the ability to lead hypothesis testing to deliver value across customer and expert populations.
- 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.
- Proven strategic impact through insights that drive retention, revenue, ecosystem attach, and experience innovation.
- Demonstrated ability to influence senior executive stakeholders and lead cross-functional enterprise partnerships.
- 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.
