Data Scientist, Customer Experience

This is a fully remote position, open to applicants in California, +2 more states.

📋 Description

• Define and take ownership of the KPIs that evaluate customer experience health, downstream effects, product usability, and user sentiment.

• Analyze user behaviors and marketplace trends to uncover opportunities and guide priorities for the customer experience product and agent teams.

• Assess the trade-offs between user experience and business value.

• Convert intricate data into actionable insights for product and leadership teams.

• Collaborate with product managers and engineers to design, implement, and assess A/B testing and feature launches.

• Create frameworks for causal inference, impact evaluation, and long-term ecosystem health.

• Establish scalable methodologies for understanding feature performance and directing iterations.

• Utilize our modern data infrastructure to create dashboards, data pipelines, and self-service tools that empower teams throughout Whatnot.

• Work alongside engineers and operations leadership to enhance data accessibility, maintain data quality, and support instrumentation for new product features.

• Promote a culture of data-driven decision-making and measurement within the customer experience organization.

• Clearly communicate insights to both technical and non-technical audiences, shaping roadmaps and strategic initiatives.

• Act as a thought partner to customer experience leaders, influencing how we design, launch, and refine experiences across the platform.

⛳️ Requirements

• Over 5 years of experience in Data Science, Decision Science, or Analytics within a product-centric organization.

• A bachelor’s degree in Computer Science, Economics, Statistics, or a related quantitative field, or equivalent experience.

• Demonstrated experience in applying statistical and analytical techniques to real-world product challenges.

• Advanced SQL skills with experience in modern data warehouses (Snowflake, BigQuery, Redshift) and tools such as Spark or DBT.

• Proficient in Python or R for data analysis, modeling, and experimentation.

• Experience in designing and analyzing A/B tests and understanding causal inference methodologies.

• Strong data visualization capabilities and familiarity with BI tools for creating interactive dashboards.

• Ability to convey complex concepts clearly, concisely, and effectively to a diverse range of stakeholders.

• Proven experience in leading cross-functional projects and leveraging data to influence strategy.

• Comfortable operating in fast-paced, ambiguous environments with a high level of ownership.

🏝️ Benefits

• Flexible Time Off Policy and Company-wide Holidays (including a spring and winter break)

• Health Insurance options including Medical, Dental, Vision

• Work From Home Support

• $1,000 home office setup allowance

• $150 monthly allowance for cell phone and internet

• Care benefits

• $500 monthly allowance for wellness

• $5,000 annual allowance towards Childcare

• $20,000 lifetime benefit for family planning, such as adoption or fertility expenses

• Retirement; 401k offering for Traditional and Roth accounts in the US (employer match up to 4% of base salary) and Pension plans internationally

• Parental Leave

• 16 weeks of paid parental leave + one month gradual return to work *company leave allowances run concurrently with country leave requirements which take precedence.