Intuit Director Data Science 

United States, California, San Diego 

636471727

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.

• 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.

• 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.