Senior Data Scientist, CX Analytics

Coinbase
United States
Workplace: RemoteFull timeUSD 180,370 - 212,000 annuallyFunction: Data Science & Machine LearningExperience: 5+ yearsSkills: ["Cross-functional communication","Stakeholder influence","Statistical rigor","Human-in-the-loop judgment","Continuous learning"]

Build revenue calibration models and experimentation frameworks that connect customer support interactions to measurable retention, product adoption, and automation quality. Own causal inference and statistical rigor across CX analytics, designing experiments to quantify incremental program impact. Create and maintain LLM-powered classification pipelines for contact taxonomy, friction detection, and issue attribution, partnering with engineers and product teams to productionize models and deliver executive-ready insights.

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FursaFursa
Coinbase
Coinbase
2 months ago

Senior Data Scientist, CX Analytics

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Last checked: 6 hours agoStatus: Live

Job Summary

Build revenue calibration models and experimentation frameworks that connect customer support interactions to measurable retention, product adoption, and automation quality. Own causal inference and statistical rigor across CX analytics, designing experiments to quantify incremental program impact. Create and maintain LLM-powered classification pipelines for contact taxonomy, friction detection, and issue attribution, partnering with engineers and product teams to productionize models and deliver executive-ready insights.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Data Science & Machine Learning
Seniority: Mid level

Key Responsibilities

  • •Own and evolve CX Downstream Impact of Support (DSI) revenue calibration models that translate support interactions into quantified revenue signals.
  • •Design and execute causal inference frameworks and experiments to measure incremental impact of CX programs on retention and product engagement.
  • •Build and maintain LLM-powered classification pipelines for CX contact taxonomy, customer friction detection, and issue attribution.
  • •Partner with CX program managers and product teams to define segmentation models and behavioral signals for personalized experiences.
  • •Maintain statistical rigor across experimentation, causal analyses, and model outputs for executive reporting and regulatory defensibility.

Pay and Benefits

Salary: USD 180,370 - 212,000 annually
Perks:Health InsuranceDentalVision401k

Key Requirements

  • •BA/BS in a quantitative field with 5+ years of relevant experience, or a PhD with 3+ years of relevant experience.
  • •Experience building revenue attribution or causal impact models and driving data science work in consumer-facing or operational analytics contexts.
  • •Strong expertise applying A/B testing, causal inference, and ML to business problems with production-grade evaluation rigor.
  • •Experience designing and deploying LLM-based classification or NLP pipelines for operational or customer-facing use cases.
  • •Ability to communicate complex model outputs into clear, actionable narratives for executive and product audiences.
Experience:5+ yearsConsumer analyticsOperational analyticsLLMNLPExperimentationCausal inference
Education:
Skills:Cross-functional communicationStakeholder influenceStatistical rigorHuman-in-the-loop judgmentContinuous learning
Languages:English
Tech Stack:LLM-powered classificationNLPA/B testingCausal inferenceMachine learningLibreChatGeminiGlean

Company Brief

Coinbase
Operates a cryptocurrency exchange and financial services platform that enables buying, selling, storing, and earning crypto assets, institutional trading, custody, and developer tools for blockchain applications.
Industry: Trading Platforms
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Francisco, United States
Founded: 2012
WebsiteLinkedIn