Senior Data Scientist (CX Analytics)

TL;DR

Senior Data Scientist (CX Analytics): Developing revenue calibration models and experimentation frameworks to connect customer support interactions to financial impact with an accent on causal inference and behavioral intelligence. Focus on building LLM-powered classification pipelines and optimizing customer retention through data-driven insights.

Location: Remote (Anywhere, including LATAM)

Salary: $180,370 — $212,000 USD

Company

Coinbase is a remote-first financial technology company dedicated to increasing economic freedom through a high-performance, intense work environment.

What you will do

• Own and evolve Downstream Impact of Support (DSI) revenue calibration models to quantify revenue signals from support data.
• Design causal inference frameworks and A/B tests to measure the incremental impact of CX programs on retention and engagement.
• Build LLM-powered classification pipelines for contact taxonomy, friction detection, and issue attribution.
• Collaborate with Product and Program Managers to define behavioral segmentation models for personalized experiences.
• Maintain high statistical rigor for executive reporting and regulatory defensibility.

Requirements

• BA/BS in a quantitative field with 5+ years of experience, or a PhD with 3+ years of experience.
• Proven track record of building revenue attribution or causal impact models in consumer-facing contexts.
• Practical expertise in A/B testing, causal inference, and ML for real-world business problems.
• Experience designing and deploying LLM-based classification or NLP pipelines.
• Ability to synthesize complex model outputs into actionable narratives for executive audiences.
• Proficiency in using generative AI tools and copilots to drive efficiency and quality.

Culture & Benefits

• Remote-first culture with mandatory quarterly in-person "surges" for intense collaboration.
• High-bar environment focused on pushing limits and avoiding complacency.
• Comprehensive health benefits including medical, dental, and vision insurance.
• Financial perks including 401(k), equity, and bonus eligibility.