Senior Data Scientist, CX Analytics

About the role

In this role, you will be responsible for developing and refining revenue calibration models that translate customer support interactions into actionable revenue insights. You will design experiments to assess the impact of various customer experience initiatives on retention and engagement, ensuring that your findings meet high statistical standards.

You will collaborate closely with cross-functional teams, including CX Program Managers and Product teams, to create segmentation models and behavioral signals that drive personalized customer experiences. Success in this position requires a blend of technical expertise and the ability to clearly communicate complex data insights to stakeholders.

The salary range for this position is between $180,370 and $212,000, depending on location.

Skills that matter here

• Statistics: This role requires applying statistical concepts to real-world business problems, ensuring high standards for data analysis.
• Machine Learning (ML): You will build LLM-powered classification pipelines to enhance customer experience analytics.
• Natural Language Processing (NLP): Experience in NLP is essential for developing classification pipelines that improve customer interaction understanding.
• Causal Inference: Designing causal inference frameworks is a key responsibility to measure the impact of CX programs.
• A/B Testing: You will use A/B testing to evaluate the effectiveness of customer experience initiatives.
• Economics: A strong background in economics will help in understanding revenue models and customer behavior.

Who this role suits

• A data-driven individual with a strong quantitative background.
• Someone who thrives in a fast-paced, high-intensity environment.
• A collaborator who enjoys working with cross-functional teams.
• An innovative thinker who tackles ambiguous problems with confidence.

From the employer

What you'll do

• Own and evolve CX's Downstream Impact of Support (DSI) revenue calibration models, translating support interaction data into quantified revenue signals.
• Design and execute causal inference frameworks and experiments to measure the incremental impact of CX programs (Concierge, Proactive Outreach, automation interventions) on customer retention and product engagement.
• Build and maintain LLM-powered classification pipelines for CX contact taxonomy, customer friction detection, and issue attribution, partnering with Analytics Engineers to productionize models into CX's governed Source of Truth infrastructure.
• Partner with CX Program Managers and Product teams to define segmentation models and behavioral signals that enable personalized experiences and improve business outcomes.
• Maintain a high bar for statistical rigor across CX's analytics function, ensuring experimentation, causal analyses, and model outputs meet the standards required for executive reporting and regulatory defensibility.

Required Skills and Experience

• A BA/BS in a quantitative field (e.g., Statistics, Mathematics, Computer Science, Economics) with 5+ years of relevant experience, or a PhD in a quantitative field with 3+ years of relevant experience.
• Demonstrated experience building revenue attribution or causal impact models in a consumer-facing or operational analytics context.
• Practical expertise applying statistical concepts including A/B testing, causal inference, and ML to ambiguous, real-world business problems.
• Experience designing and deploying LLM-based classification or NLP pipelines with a focus on production-grade accuracy and evaluation rigor.
• Ability to influence cross-functional stakeholders by synthesizing complex model outputs into clear, actionable narratives for executive and product audiences.
• Demonstrated experience driving impactful data science projects that tackle ambiguous problem spaces with limited prior art.
• Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.
• Demonstrates the ability to responsibly use generative AI tools and copilots (e.g., LibreChat, Gemini, Glean) in daily workflows, continuously learn as tools evolve, and apply human‑in‑the‑loop practices to deliver business‑ready outputs and drive measurable improvements in efficiency, cost, and quality.

Pay Transparency Notice

• Base salary varies by location (see range below). Total compensation may also include equity and bonus eligibility, and benefits (medical, dental, vision, 401(k)). Annual base salary range (excluding equity and bonus): $180,370—$212,000 USD.
• Application Limit: Candidates may submit a maximum of 4 applications per 30-day period.
• Equal Opportunity Employer: Coinbase is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or genetic information. Applicants with criminal histories will be considered consistent with applicable federal, state, and local laws.
• US Applicants: View [Employee Rights](https://www.dol.gov/sites/dolgov/files/WHD/legacy/files/eppac.pdf), [Know Your Rights](https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12.pdf), and [E-Verify](https://static-assets.coinbase.com/e-verify.pdf) Notice of Participation.
• Accommodations: If you are an individual with a disability who needs a reasonable accommodation, email us your request and contact info at [email protected]. Need screen reading technology? [Click here](https://chromewebstore.google.com/detail/screen-reader/kgejglhpjiefppelpmljglcjbhoiplfn) to download a free compatible screen reader and view the [tutorial](http://www.chromevox.com/tutorial/).
• Data Privacy & Arbitration: By submitting your application, you agree to our [Candidate Privacy Notice](https://www.coinbase.com/legal/applicant_privacy_notice). US applicants: By submitting your application, you agree to [Arbitration of Disputes](https://www.coinbase.com/legal/application-arbitration-agreement).
• AI Disclosure: Coinbase is piloting an AI tool based on machine learning technologies to conduct initial screening interviews to qualified applicants. The tool simulates realistic interview scenarios and engages in dynamic conversation. Coinbase is also piloting an AI interview intelligence platform to transcribe and summarize interview notes, allowing our interviewers to fully focus on you as the candidate. Coinbase will not use AI to make decisions impacting employment.