Staff Data Scientist - Voice of the Customer (VoC)

Join the Intuit Customer Success Data Science & Analytics team as a Staff Data Scientist focused on the Voice of the Customer (VoC). In this role, you will define how customer feedback shapes strategy by connecting customer friction directly to churn, retention, revenue, and long-term growth.

You will operate as both a hands-on technical leader and a strategic advisor to senior leadership. You’ll shape VoC measurement and AI strategy, architect scalable modeling frameworks, and influence decisions at the director and VP level. You’ll partner closely with Customer Success, Customer Experience, Product, Engineering, and Data teams to embed advanced analytics and AI into critical business decisions.

This role is for someone who thrives in ambiguity, leads independently, and builds systems that scale across teams and business units.

Responsibilities

• Perform hands-on analysis and build advanced statistical and machine learning models that quantify the financial and operational impact of customer friction across segments and business units.
• Lead experimentation and causal inference frameworks to rigorously evaluate whether product and service improvements drive measurable customer and business outcomes.
• Translate ambiguous business problems into structured modeling approaches, defining metrics that connect VoC insights to churn, retention, revenue, cost-to-serve, and growth.
• Architect scalable NLP and AI solutions to extract signal from large-scale, multi-source customer feedback data (surveys, operational systems, contact drivers, behavioral signals).
• Develop impact sizing and prioritization frameworks that inform product roadmaps, investment decisions, and resource allocation.
• Partner with senior leaders across Customer Success, Customer Experience, Product and Strategy to embed data-driven decision-making into core operating mechanisms.
• Establish best practices for experimentation, model governance, reproducibility, and documentation; mentor and elevate other data scientists and analysts.
• Advance generative AI and automation capabilities to simplify workflows and scale insight generation across the organization.

• BS or MS degree in Statistics, Mathematics, Computer Science, Econometrics, Operations Research, or a related quantitative field; PhD a plus.
• 8+ years of experience in data science, machine learning, or advanced analytics, including leading complex cross-functional initiatives with measurable business impact.
• Expert-level proficiency in SQL and Python (or R), with a strong track record of building scalable, production-ready, reproducible workflows.
• Deep expertise in statistical modeling, including regression, classification, clustering, ensemble methods, causal inference, and experimentation at scale.
• Strong experience applying NLP and machine learning techniques to large-scale unstructured data.
• Demonstrated ability to define metrics that shape business strategy and influence director- and VP-level stakeholders.
• Experience driving AI or advanced analytics initiatives end-to-end - from problem framing through experimentation, measurement, and operationalization.
• Familiarity with core VoC metrics such as PRS (Product Recommendation Score) and tNPS (Transactional Net Promoter Score).
• Proven ability to mentor others, raise technical standards, and influence cross-functional partners without direct authority.
• Strong communication skills with the ability to translate complex technical concepts into clear, compelling narratives that drive executive decision-making.

4.14.1 out of 5 stars 2700 Coast Ave, Mountain View, CA 94043 $185,500 - $251,000 a year, Intuit provides a competitive compensation package with a strong pay for performance rewards approach. This position may 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). 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: $185,500 - $251,000.