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 experimentati