Senior Data Scientist, CX Analytics
WFA Digital Insight
The demand for data scientists with expertise in CX analytics has surged, with a 25% increase in job postings over the past year. As a Senior Data Scientist at Coinbase, you'll have the opportunity to work on high-impact projects, leveraging your skills in machine learning and statistical modeling to drive business growth. With the company's commitment to remote work, you'll have the flexibility to collaborate with cross-functional teams and stakeholders from anywhere. Before applying, consider Coinbase's intense and fast-paced environment, which requires a high level of adaptability and a passion for innovation. With the right skills and experience, you can thrive in this role and contribute to the company's mission to increase economic freedom.
Job Description
About the Role
As a Senior Data Scientist on the CX Consumer Analytics team at Coinbase, you will play a critical role in driving business growth by leveraging your expertise in data science and analytics. You will serve as the foundational link between CX operations and top-line financial impact, owning the revenue calibration models, experimentation frameworks, and behavioral intelligence that connect every customer support interaction to Coinbase's asset accumulation flywheel.The CX Consumer Analytics team is responsible for providing data-driven insights to inform business decisions, and as a Senior Data Scientist, you will be responsible for leading the development and implementation of analytics solutions to drive business outcomes. You will work closely with CX Analytics Engineers, Program Managers, and Product teams to translate complex operational and behavioral data into defensible, executive-ready insights that drive measurable improvements in retention, product adoption, and automation quality.
What You Will 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 on customer 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 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
- Collaborate with cross-functional teams to develop and implement A/B testing and experimentation frameworks to measure the impact of CX initiatives
- Develop and maintain predictive models to forecast customer behavior and identify opportunities for growth
- Stay up-to-date with industry trends and emerging technologies, applying this knowledge to drive innovation and improvement in CX analytics
- Communicate complex technical concepts to non-technical stakeholders, including executive leadership and product teams
- Develop and maintain technical documentation of analytics solutions and models
What We Are Looking For
- 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
- Strong programming skills in languages such as Python, R, or SQL
- Experience working with large datasets and data visualization tools
Nice to Have
- Experience working with cloud-based data platforms such as AWS or GCP
- Familiarity with agile development methodologies and version control systems such as Git
- Experience with machine learning frameworks such as scikit-learn or TensorFlow
- Knowledge of data engineering principles and data architecture
Benefits and Perks
- Competitive salary and equity package
- Comprehensive health insurance and benefits package
- Flexible working hours and remote work options
- Opportunity to work on high-impact projects and contribute to the company's mission to increase economic freedom
- Access to cutting-edge technologies and tools
- Professional development opportunities and career growth
- Collaborative and dynamic work environment
- Quarterly in-person working sessions for team building and strategy alignment
- Access to a global network of professionals and thought leaders in the industry
How to Stand Out
- Develop a strong portfolio that showcases your experience with data science and analytics, particularly in the context of CX and customer support
- Familiarize yourself with Coinbase's products and services, as well as the company's mission and values
- Be prepared to discuss your experience with machine learning and statistical modeling, as well as your ability to communicate complex technical concepts to non-technical stakeholders
- Emphasize your ability to work in a fast-paced and dynamic environment, and your willingness to adapt to changing priorities and requirements
- Highlight your experience with cloud-based data platforms and data visualization tools, and be prepared to discuss your approach to data engineering and data architecture
- Show enthusiasm for the company's mission and values, and demonstrate your passion for driving business growth through data-driven insights
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