The opportunity
Ready to do the most impactful work of your career? At Coinbase , we are uncompromising on our mission to increase economic freedom.
What you'll do
Own and evolve CX's Downstream Impact of Support (DSI) revenue calibration: models, translating support interaction data into quantified revenue signals.
Design and execute causal inference frameworks and experiments to measure the: incremental impact of CX programs (Concierge, Proactive Outreach, automation interventions) on customer retention and product engagement.
Build and maintain LLM-powered classification pipelines for CX contact: taxonomy, customer friction detection, and issue attribution, partnering with Analytics Engineers to productionize models into CX's governed Source of Truth infrastructure.
Partner with CX Program Managers and Product teams to define segmentation: models and behavioral signals that enable personalized experiences and improve business outcomes.
Maintain a high bar for statistical rigor across CX's analytics function,: ensuring experimentation, causal analyses, and model outputs meet the standards required for executive reporting and regulatory defensibility.
A BA/BS in a quantitative field (e.g., Statistics, Mathematics, Computer: Science, Economics) with 5+ years of relevant experience, or a PhD in a quantitative field with 3+ years of relevant experience.
What they're looking for
- Demonstrated experience building revenue attribution or causal impact models: and driving data science projects through ambiguous problem spaces in a consumer-facing or operational analytics context.
- Practical expertise applying statistical concepts including A/B testing,: causal inference, and ML to real-world business problems, with a high bar for production-grade accuracy and evaluation rigor.
- Experience designing and deploying LLM-based classification or NLP pipelines: for operational or customer-facing use cases.
- Ability to influence cross-functional stakeholders by synthesizing complex: model outputs into clear, actionable narratives for executive and product audiences.
