Data Scientist, Customer Analytics & VoC

Our Company

Changing the world through digital experiences is what Adobe’s all about. We give everyone—from emerging artists to global brands—everything they need to design and deliver exceptional digital experiences! We’re passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies interact with customers across every screen. 

We’re on a mission to hire the very best and are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity. We realize that new ideas can come from everywhere in the organization, and we know the next big idea could be yours!

 

The Opportunity

As part of Adobe.com, the Experience and Engagement (XE) organization is responsible for surfaces that unlock membership value for our customers by helping them discover, access, and successfully use our solutions. These surfaces sit atop a wealth of customer feedback that we use to evaluate customer experiences and identify improvement opportunities.

The XE Insights & Analytics team brings the voice of the customer (VoC) to Adobe’s Digital Media product and go-to-market teams. We are data storytellers and customer advocates with a passion for creative analysis and problem-solving. The goal of our work is to uncover opportunities for improving customer and product experiences and measure the impact of those improvements. 

We are looking for data scientist with a curious and creative mind to help us drive impact. Are you interested in sitting at the intersection of analytics innovation and customer centricity? This role is for you.

Key Responsibilities:

• Analyze customer feedback: Evaluate customer sentiment and identify key themes from NPS/CSAT surveys, customer support interactions, community forums, and external/public channels. Stitch feedback data with engagement, behavioral, and customer profile data to unpack trend drivers.
• Data enrichment: Use text analytics and large language models (LLMs) to classify and categorize unstructured text data. Evolve our approach to customer listening by employing internal and third-party AI/ML solutions to analyze topics and sentiment.
• Data integration: Perform data stitching, statistical modeling, and advanced analytics to uncover deep insights and drive impactful decisions.
• Dashboards and data visualization: Build custom and exploratory dashboards in PowerBI, Customer Journey Analytics, and third-party platforms to enable impactful data storytelling. Work with Data Engineering teams to scale prototype dashboards to production for broader consumption.
• Data Storytelling and Reporting: Translate insights into compelling narratives and recommendations to partners across the Digital Media business unit.
• Optimize Experiences: Collaborate with the XE organization to optimize surface experiences, including generative and conversational AI to support customer success. Use customer feedback data to drive personalized experiences and recommendations.

Qualifications:

• Bachelors degree with at least 5 years of experience in product analytics, statistics, and text analytics; MBA/Masters in a quantitative field (e.g., Economics, Statistics, Engineering, Business Analytics) preferred.
• Strong SQL skills and familiarity with at least one data science tool (Python or R), with expertise in statistical modeling and data stitching.
• Proficiency with data visualization tools (e.g., Power BI, Tableau).
• Experience with text analytics tools, ideally including LLMs and generative AI
• Clear and effective communication, presenting data in a way that inspires action.
• Strong project management skills with the ability to set and achieve goals and multitask in a matrixed environment.
• High energy, strong work ethic, and fine-tuned collaboration skills.

Application Window Notice

If this role is open to hiring in Colorado (as listed on the job posting), the application window will remain open until at least 12:01 AM Pacific Time, in compliance with Colorado pay transparency regulations. If this role does not have Colorado listed as a hiring location, no specific application window applies, and the posting may close at any time based on hiring needs.

Our compensation reflects the cost of labor across several  U.S. geographic markets, and we pay differently based on those defined markets. The U.S. pay range for this position is $109,000 -- $192,400 annually. Pay within this range varies by work location and may also depend on job-related knowledge, skills, and experience. Your recruiter can share more about the specif