Data Scientist

• Lead, mentor, and grow a high-performing data science team focused on customer service excellence, including data scientists and data engineers.
• Partner with CX leadership, Product, and Engineering to proactively identify, measuring, and reducing friction points across the customer lifecycle.
• Establish and own business metrics for customer support optimization
• Develop real-time logging and prediction systems that assess session quality and enable proactive user interventions before support contact occurs.
• Build standardized processes for experimentation and optimization, integrating with experimentation platforms to run and measure experiments in self-service, automation, and human resolution strategies.
• Partner with product teams to close the loop—delivering actionable root cause analyses, mapping issues to responsible owners, and providing cost breakdowns per issue to inform prioritization.
• Design anomaly detection systems across self-help and automation channels to trigger escalation pathways and prevent degradation of service quality.
• Champion a culture of rigorous, data-driven decision making in CX, with clear reporting, alerting, and accountability mechanisms for issue owners and product DRIs.
• Communicate insights and recommendations to senior Coinbase leadership, transforming quantitative findings into compelling narratives that influence company strategy.
• Drive organizational initiatives to scale customer experience analytics through better systems, automation, and governance.

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