[Remote] Senior Data Scientist, CX Analytics

Note: The job is a remote job and is open to candidates in USA. Coinbase is a company dedicated to increasing economic freedom and is seeking a Senior Data Scientist for their CX Consumer Analytics team. This role involves owning revenue calibration models, designing experiments to measure CX program impacts, and collaborating with various teams to translate complex data into actionable insights.ResponsibilitiesOwn and evolve CX's Downstream Impact of Support (DSI) revenue calibration models, translating support interaction data into quantified revenue signalsDesign 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 engagementBuild 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 infrastructurePartner with CX Program Managers and Product teams to define segmentation models and behavioral signals that enable personalized experiences and improve business outcomesMaintain 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 defensibilitySkillsA 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 experienceDemonstrated experience building revenue attribution or causal impact models in a consumer-facing or operational analytics contextPractical expertise applying statistical concepts including A/B testing, causal inference, and ML to ambiguous, real-world business problemsExperience designing and deploying LLM-based classification or NLP pipelines with a focus on production-grade accuracy and evaluation rigorAbility to influence cross-functional stakeholders by synthesizing complex model outputs into clear, actionable narratives for executive and product audiencesDemonstrated experience driving impactful data science projects that tackle ambiguous problem spaces with limited prior artUtilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and qualityDemonstrates 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 qualityBenefitsEquity and bonus eligibilityBenefits (medical, dental, vision, 401(k))Company OverviewCoinbase is a crypto exchange and wallet platform that allows merchants and consumers to buy, sell, and store digital currencies. It is a sub-organization of Coinbase. It was founded in 2012, and is headquartered in San Francisco, California, USA, with a workforce of 1001-5000 employees. Its website is https://www.coinbase.com.