Senior DS

Intuit • San Diego, CA • 4h ago

Overview

Join Intuit's Customer Success, Scaling Assisted Services Data Science Team as a Staff Data Scientist and be at the forefront of transforming how customers connect with our expert-led offerings. In this strategic role, you'll support our high-growth Full Service offerings by meeting customers where they are: locally, virtually, and authentically. You'll play a pivotal role in building and scaling the analytics foundation behind our expert-first experience, influencing product design, marketing strategy, operational execution, and customer delight.

This is an opportunity to help shape a hybrid virtual/in-person expert experience with national reach and deep local relevance - and to fuel Intuit's next chapter of growth in the $35B assisted tax market

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 Analytics Solutions for Hybrid Expert Models

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.

Support Operational Excellence and Seasonal Readiness

Analyze expert utilization, capacity planning, and performance trends to inform staffing and scheduling strategies.

Drive continuous improvements in expert routing, workload balancing, and tool usage based on empirical data.

Partner with operations teams during key seasonal milestones to ensure expert networks are optimized for readiness, efficiency, and service quality.

Lead with Insightful Storytelling and 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.

Qualifications

6+ 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.

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.

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....Less

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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