Staff Data Scientist , Customer Success

Intuit • San Diego, CA • 2h ago

Overview

Join Intuit's Customer Success Data Science Team as a Staff Data Scientist supporting TurboTax Full Service, one of Intuit's fastest-growing customer offerings. You'll help shape how customers experience trusted, expert-led tax preparation by using data to drive better outcomes at every step: from customer intent and expert matching to service quality, completion, and satisfaction.

In this strategic, high-impact role, you'll own the analytics foundation that fuels decision-making across product, operations, marketing, and CX. You'll bring structure to ambiguous problems, connect data to customer stories, and influence how Intuit delivers trustworthy, delightful expert experiences at scale.

Responsibilities

Elevate End-to-End Customer Experience Through Data

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.

Design Scalable Measurement and Analytics Solutions

Design the data ecosystem for Full Service analytics, including core tables, pipelines, and dashboards to support self-serve visibility across teams

Develop dashboards and self-serve tools that enable real-time visibility into experience quality, expert readiness, and resolution performance.

Lead with Insightful Storytelling & Cross-Functional Influence

Craft and present compelling insights to senior leaders that guide customer experience investments and operational priorities.

Collaborate across Customer Success, CX, and Expert Network teams to align on shared goals for service consistency, customer trust, and business growth.

Translate complex data into actionable insights that influence long-term strategy and near-term execution.

Champion Experimentation and Continuous Learning

Design and evaluate experiments and pilots to test service improvements, operational changes, or experience flows.

Partner with product and operations teams to define learning plans and success metrics for new features and customer journeys.

Contribute to building a culture of data-driven experimentation and innovation across the Full Service ecosystem.

Why This Role is Unique

Customer Impact: Drive tangible improvements in customer satisfaction, resolution speed, and trust.

Growth & Learning: Build alongside CX, Product leaders shaping the next evolution of TurboTax.

Visibility: Regular exposure to senior executives and leadership across Intuit.

Innovation at Scale: Help evolve Intuit's data systems and measurement strategies for a rapidly growing expert-led service.

Qualifications

8+ years in data science, analytics, or a related field, ideally supporting consumer services, marketplaces, or expert-led models.

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.

Deep understanding of customer journey analytics, CX measurement, and operational performance analytics.

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.

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.

Intuit provides a competitive compensation package with a strong pay for performance rewards approach. This position will be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs (see more about our compensation and benefits at Intuit®: Careers | Benefits (https://www.intuit.com/careers/benefits/full-time-employees/) ). Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing fair pay for employees, Intuit conducts regular comparisons across categories of ethnicity and gender. The expected base pay range for this position is:

EOE AA M/F/Vet/Disability. Intuit will consider for employment qualified applicants with criminal histories in a manner consistent with requirements of local law.

Intuit

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