Data Scientist Customer Analytics VoC
Data Scientist Customer Analytics VoC
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$ 109000 - 192400
1 Vacancy
Job Description
Our Company
Changing the world through digital experiences is what Adobes all about. We give everyonefrom emerging artists to global brandseverything they need to design and deliver exceptional digital experiences! Were passionate about empowering people to create beautiful and powerful images videos and apps and transform how companies interact with customers across every screen.
Were on a mission to hire the very best and are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity. We realize that new ideas can come from everywhere in the organization and we know the next big idea could be yours!
The Opportunity
As part of the Experience and Engagement (XE) organization is responsible for surfaces that unlock membership value for our customers by helping them discover access and successfully use our solutions. These surfaces sit atop a wealth of customer feedback that we use to evaluate customer experiences and identify improvement opportunities.
The XE Insights & Analytics team brings the voice of the customer (VoC) to Adobes Digital Media product and gotomarket teams. We are data storytellers and customer advocates with a passion for creative analysis and problemsolving. The goal of our work is to uncover opportunities for improving customer and product experiences and measure the impact of those improvements.
We are looking for data scientist with a curious and creative mind to help us drive impact. Are you interested in sitting at the intersection of analytics innovation and customer centricity This role is for you.
Key Responsibilities:
- Analyze customer feedback: Evaluate customer sentiment and identify key themes from NPS/CSAT surveys customer support interactions community forums and external/public channels. Stitch feedback data with engagement behavioral and customer profile data to unpack trend drivers.
- Data enrichment: Use text analytics and large language models (LLMs) to classify and categorize unstructured text data. Evolve our approach to customer listening by employing internal and thirdparty AI/ML solutions to analyze topics and sentiment.
- Data integration: Perform data stitching statistical modeling and advanced analytics to uncover deep insights and drive impactful decisions.
- Dashboards and data visualization: Build custom and exploratory dashboards in PowerBI Customer Journey Analytics and thirdparty platforms to enable impactful data storytelling. Work with Data Engineering teams to scale prototype dashboards to production for broader consumption.
- Data Storytelling and Reporting: Translate insights into compelling narratives and recommendations to partners across the Digital Media business unit.
- Optimize Experiences: Collaborate with the XE organization to optimize surface experiences including generative and conversational AI to support customer success. Use customer feedback data to drive personalized experiences and recommendations.
Qualifications:
- Bachelors degree with at least 5 years of experience in product analytics statistics and text analytics; MBA/Masters in a quantitative field (e.g. Economics Statistics Engineering Business Analytics) preferred.
- Strong SQL skills and familiarity with at least one data science tool (Python or R) with expertise in statistical modeling and data stitching.
- Proficiency with data visualization tools (e.g. Power BI Tableau).
- Experience with text analytics tools ideally including LLMs and generative AI
- Clear and effective communication presenting data in a way that inspires action.
- Strong project management skills with the ability to set and achieve goals and multitask in a matrixed environment.
- High energy strong work ethic and finetuned collaboration skills.
At Adobe for sales roles starting salaries are expressed as total target compensation (TTC base commission) and shortterm incentives are in the form of sales commission plans. Nonsales roles starting salaries are expressed as base salary and shortterm incentives are in the form of the Annual Incentive Plan (AIP).
In addition certain roles may be eligible for longterm incentives in the form of a new hire equity award.
StateSpecific Notices:
California:
Fair Chance Ordinances
Adobe will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and fair chance ordinances.
Colorado:
Application Window Notice
If this role is open to hiring in Colorado (as listed on the job posting) the application window will remain open until at least the date and time stated above in Pacific Time in compliance with Colorado pay transparency regulations. If this role does not have Colorado listed as a hiring location no specific application window applies and the posting may close at any time based on hiring needs.
Massachusetts:
Massachusetts Legal Notice
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
Adobe is proud to be anEqual Employment Opportunityemployer. We do not discriminate based on gender race or color ethnicity or national origin age disability religion sexual orientation gender identity or expression veteran status or any other applicable characteristics protected by law.Learn more.
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Employment Type
Full-Time
