Intuit's Customer Success, Scaling Assisted Services Data Science Team is looking to transform how customers connect with expert-led offerings by building and scaling the analytics foundation behind their expert-first experience, influencing product design, marketing strategy, operational execution, and customer delight to fuel growth in the assisted tax market.
Requirements
- Advanced proficiency in SQL and data visualization (e.g., Tableau), and programming in Python or R.
- Experience building scalable data pipelines, metrics layers, and experiment platforms; familiarity with dbt, Airflow, Snowflake, or Databricks is a plus.
- Strong analytical skills including customer segmentation, funnel analytics, geo-analytics, and behavioral modeling.
- Hands-on experience designing and evaluating A/B and multivariate experiments.
- Understanding of machine learning and generative AI use cases in consumer applications is a plus.
Responsibilities
- Define and track customer experience metrics across the expert journey, from discovery to service delivery, to ensure consistency, trust, and ease.
- Partner with CX, operations, and expert network teams to uncover friction points, measure quality, and ensure that expert interactions deliver high customer satisfaction and resolution.
- Lead efforts to connect Voice of Customer data (surveys, call/chat feedback, behavioral signals) to operational KPIs to identify and act on experience improvement opportunities.
- Build robust data infrastructure to monitor and improve hybrid (virtual + physical) service delivery models at scale.
- Develop dashboards and self-serve tools that enable real-time visibility into experience quality, expert readiness, and resolution performance.
- Establish and maintain geo-segmented and persona-based reporting frameworks that account for localized service needs and operational nuances.
- Analyze expert utilization, capacity planning, and performance trends to inform staffing and scheduling strategies.
Other
- 8+ years in data science, analytics, or a related field, ideally supporting consumer services, marketplaces, or expert-led models.
- Excellent storytelling and communication skills to influence decisions across technical and non-technical audiences.
- Proven track record of cross-functional collaboration, managing multiple projects in fast-paced environments.
- Passion for data craft, mentorship, and continuous improvement with a growth-oriented mindset.
