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Senior Data Scientist

Category Data Location Mountain View, California; San Diego, California Job ID 2025-68575
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Company Overview

Intuit is the global financial technology platform that powers prosperity for the people and communities we serve. With approximately 100 million customers worldwide using products such as TurboTax, Credit Karma, QuickBooks, and Mailchimp, we believe that everyone should have the opportunity to prosper. We never stop working to find new, innovative ways to make that possible.

Job Overview

The Customer Success (CS) Services Analytics team is seeking an exceptional Senior Data Scientist, to analyze both structured and unstructured data collected through interactions between our customers and experts to transform customer experience.  The ideal candidate has experience applying machine learning and statistical modeling to extract insights from large datasets of recorded calls, chats, video sessions. This is an exciting opportunity to transform the quality of service and help improve customer experience across the business. If you’re analytically-minded with expertise in applying advanced analytics techniques in driving service excellence, this could be an exciting role for you.

Responsibilities

  • Work cross-functionally with our Partners, Quality Management, and service delivery  teams to understand key business challenges and objectives and build tech driven models and insights to address them
  • Leads the full cycle of iterative experimentation, big data exploration, including hypothesis formulation, algorithm development, data cleansing, testing, insight generation/visualization, and action planning
  • Uses considerable expertise and independent judgment in collaborating with peers, data engineers, and business analysts in designing and implementing the research strategy needed to methodically and iteratively structure, extract, cleanse, sample, test, validate, and communicate data-driven insights from complex sources and significant volumes of data for complex and unique business problems
  • Applies proven methods and  hacking skills in working with divergent data types, data scales, and big data (petabytes), to explore and extrapolate data-driven insights using advanced, predictive statistical modeling and testing applied to data acquired and cleansed from a range of sources (relational and non-relational NoSQL databases)
  • Provides to business stakeholders the entrepreneurial guidance essential for appropriately interpreting and building on findings, and fully exploiting the insights revealed through the research
  • Develop and implement natural language processing (NLP) models using large language models (LLMs) like GPT-3 to analyze call center conversation transcripts and identify key themes, topics, and sentiment 
  • Clearly communicate analytical insights and model results to key stakeholders through reports, presentations, and visualization tools.
  • Develop interactive dashboards and visualizations to track service quality KPIs and insights over time 

Qualifications

  • Prior experience working in a call center environment . Knowledge of call center technologies - things like phone systems, CRM software, call recording systems, etc. 
  • 6+ years experience building ML models utilizing audio, speech, and video data - strong signal processing, ML/DL and NLP foundations are needed along with hands-on expertise using Python audio/speech libraries (Speech Recognition, Librosa, PyDub, PyTorch etc.)
  • Experience with machine learning and deep learning models for speech and NLP tasks. Knowledge of techniques like Recurrent Neural Networks, Transformers etc.
  • Ability to manipulate and process large, complex multimedia datasets
  • Strong communication and presentation skills to executive audiences  
  • MS or PhD in Computer Science, Statistics, Math or related field preferred
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Intuit provides a competitive compensation package with a strong pay for performance rewards approach. The expected base pay range for this position is Bay Area California $153,500-208,000, Southern California $145,000-196,500. This position will be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs (see more about our compensation and benefits at Intuit®: Careers | Benefits). Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing pay equity for employees, Intuit conducts regular comparisons across categories of ethnicity and gender.

We use the technology for good to help small businesses and consumers.

Ercan Kaynakca Staff Data Crypto Analyst

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