Data Scientist, Experience and Engagement Surfaces

About the Role

Key Responsibilities

• Understand Customer Journeys: Analyze how users engage with digital and conversational tools—including chatbots, search, and self-service platforms—to identify patterns, drop-off points, and opportunities to improve the experience.
• Drive Conversational Analytics: Evaluate the performance of AI-powered interactions by tracking automation rates, resolution outcomes, and customer feedback.
• Elevate the Voice of the Customer: Use chat transcripts and feedback to uncover sentiment, surface top customer issues, and identify friction points. Share insights with product and platform teams to inform improvements across Adobe's ecosystem.
• Optimize Surface Experiences: Collaborate with product, engineering, and design partners to test and refine experiences across digital and human-assisted channels. Support experimentation and A/B testing.
• Build and Scale Dashboards: Create exploratory dashboards using Adobe Analytics, Customer Journey Analytics (CJA), and Power BI. Partner with Data Engineering to evolve these into scalable, production-ready tools for broader use.
• Collaborate Across Teams: Work closely with partners in Product, Engineering, Support, Sales, and Marketing to deliver insights that inform strategy and drive impact.

Requirements

• Bachelor's degree and 3-5 years of experience in data science, analytics, or a related field.
• Strong command of SQL and Python, with experience in data wrangling, statistical modeling, and working with large-scale datasets.
• Demonstrated expertise in Adobe Analytics and Customer Journey Analytics (CJA), including building and interpreting dashboards and reports.
• Experience with data visualization tools such as Power BI and Tableau.
• Familiarity with customer journey analysis, conversational analytics, and experimentation frameworks.
• Exposure to voice-of-customer data, chat analytics, or contact center insights is a plus.
• Strong communication skills and a collaborative approach.

Nice to Have

• Experience with voice-of-customer data, chat analytics, or contact center insights.

Qualifications

• Educational background: Bachelor's degree in a relevant field.
• Experience: 3-5 years in data science, analytics, or related areas.

Benefits & Perks

• Competitive salary range of $109,000 -- $192,400 annually, varies by location and experience.
• Potential eligibility for long-term incentives such as equity awards.
• Inclusive work environment with equal opportunity employment policies.