Director, Data Science

Job Overview

Intuit Customer Success (ICS) Data Science has an exciting opportunity to be part of the ICS Data Science and Global Business Solutions Group (GBSG) Customer Success executive leadership teams that plays a critical role in driving growth across our GBSG Ecosystem and delivering world-class end-to-end experiences for our customers. This is achieved by leveraging deep data insights and the voice of our customers to identify the moments of truth that matter most—moments where our insights fuel meaningful transformation and growth.

Strategic Importance and Alignment

This role directly aligns with Intuit’s strategy to become an AI-driven expert platform, delivering personalized, end-to-end experiences. The Director of GBSG Customer Success Data Science plays a mission-critical role in advancing enterprise-wide goals, supporting strategic initiatives including:

• GBSG Growth & Retention – Driving personalized onboarding, proactive retention, and intelligent cross-sell via expert and digital support.
• AI-Powered Customer Obsession – Embedding Intuit Signal insights into the product lifecycle to inform roadmap decisions and friction reduction.
• GBSG Digital-First Support – Accelerating AI-first support with smarter targeting, guided workflows, and improved operational efficiency.
• GBSG Human + AI Powered Selling – Applying predictive and generative AI to drive lead scoring, seller enablement, and conversion acceleration.

This Director-level role sits within the ICS Data Science & Analytics org and holds end-to-end Data Science accountability for customer experience, voice of customer (VoC) insights, data infrastructure, and performance measurement supporting GBSG’s digital and assisted Customer Success (CS) experiences. In a currently fragmented landscape, this leader is tasked with setting the vision, roadmap, team structure, and building a single cohesive data science organization necessary to deliver impact at scale and meet the increasing complexity of CS data science needs in alignment with Intuit’s FY26 Big Bets.

Responsibilities

• Lead the teams managing Customer Experience (CX), Voice of Customer (VoC) data science, survey and data infrastructure, reporting and analytics to support GBSG Customer Success across digital and assisted experiences.
• Drive hypothesis-based insights that identify and prioritize friction points and growth opportunities, influencing improvements in customer journeys, channel optimization, and reduced cost to serve.
• Deliver strategic analytics and model insights to support Smart Guidance, Next Best Action, and HelpGPT across onboarding, retention, and cross-sell journeys.
• Play a leadership role on Intuit Signal (Intuit’s AI-Powered Voice of the Customer Insights Tool) to influence product roadmaps, remove friction, and accelerate actionable insights first in GBSG, and in partnership across Intuit.
• Develop reusable frameworks and agentic performance monitoring tools that support guided workflows, expert enablement, and cost per unit-based contact reduction.
• Lead the development, validation, and operational deployment of advanced machine learning models, including classification, clustering, time series forecasting, and reinforcement learning, to power CS automation, personalization, and performance optimization
• Provide data science leadership for Human + AI Powered Selling initiatives, including funnel insights, lead scoring, and GenAI-enhanced seller tools.
• Collaborate across Product, Marketing, Sales, and Customer Success to activate growth opportunities and align on shared customer-centric KPIs such as PRS, tNPS, and CPU.
• Be the steward of measurement frameworks and drive consistent use of metrics, processes, and insights tied to business strategy.
• Lead a high-performing team of data scientists and analysts, nurturing a culture of experimentation, continuous improvement, and data-first decision-making.
• Guide and inspire adoption of CX and VoC best practices, operationalize insights, and influence enterprise-level investment decisions through strategic storytelling.

Qualifications

• Deep expertise in customer experience analytics, VoC methodologies, and industry tools. Ideally 12+ years working in Data Science or Data Analytics fields, and 6+ years managing data professionals and data people managers with a demonstrated success record.
• Advanced proficiency in data analysis and visualization tools such as SQL, Python, R, Tableau; experience with predictive modeling strongly preferred.
• Extensive experience in supervised and unsupervised learning techniques including logistic regression, random forests, gradient boosting, NLP, and embedding techniques. Deep understanding of evaluation metrics, feature selection, and hyperparameter tuning.
• Demonstrated ability to leverage and develop GenAI systems (ChatGPT, NotebookLM, Anthropic Claude, etc) to make step-change impact to both business and personal work
• Ability to access, integrate, and operationalize data from diverse sources including survey, behavioral, social, digital, and support channel data.
• Proven strategic impact through insights that drive retention, revenue, ecosystem attach, and experience innovation.
• Demonstrated ability to influence senior executive stakeholders and lead cross-functional enterprise partnerships.
• Experience in developing and scaling measurement frameworks tied to organizational Input Goals, leading indicators, and Outcome Metrics indicators for customer outcomes and business performance.
• Strong experimentation background with the ability to lead hypothesis testing to deliver value across customer and expert populations.
• Proven track record of developing high-performing teams and advancing analytics maturity in complex organizations.
• Passion for customer success, combined with extreme ownership, operational rigor, and adaptability in dynamic environments.
• Familiarity and experience in the customer success, tax, accounting, sales, or voice of customer domains is a strong plus.