Senior Staff Data Scientist, Expert Experiences

The Intuit Customer Success (ICS) Data Science team is seeking an exceptional and deeply experienced Senior Staff Data Scientist to drive innovation and enhance customer experiences through Intuit's world-class expert services.

In this pivotal, high-leverage Individual Contributor (IC) role, you will be responsible for defining and building the foundational intelligence system that maps the end-to-end expert journey. Your primary mandate will be to identify and quantify points of friction in the expert workflow, establish causal relationships to business outcomes (including Customer Serving Time), and develop reusable analytical frameworks that scale across business units. Collaborating closely with the Intuit Assist Expert Experiences team, your contributions will be instrumental in shaping the future of customer success at Intuit as we build a service platform to empower our customers beyond core product use.

This role requires a technical leader who operates as a domain expert, influencing product direction across multiple teams, navigating highly complex problems, and introducing new methodologies to the Data Science community.

Responsibilities

1. Strategic Vision & Framework Development

• Strategy to Problem: Demonstrate the ability to turn complex business strategy (e.g., Expert-as-Product, AI-Native Experience) into well-defined, measurable analytical problems and iteratively self-generate and validate hypotheses to create actionable insights.

• X-functional Influence: Combine deep insights, business acumen, and strategic considerations to influence cross-functional VPs and Directors on key investment areas and critical priorities across multiple initiatives or business units.

• Metric System & Causal Structure: Lead the development and implementation of a tiered metric system that maps the causal relationships between high-level business goals (e.g., efficiency, conversion) and low-level product health metrics (e.g., latency, accuracy, and coverage)