Director, Data Science - Intuit Customer Success Data Platform

Company Overview

Job Overview

Director, Data Science - ICS Data Platform

Intuit’s Customer Success platform (ICS) has an exciting opportunity to shape how we use Data and AI to drive insights and actions to drive customer outcomes, new customer growth, and adoption of Intuit services across the entire company. As the Director of Data Science for the ICS Data Platform you will be responsible for leading the development of the foundational data platform and capabilities that enable these outcomes for Intuit, reporting to the VP of Data Science for ICS. This is an exciting opportunity to develop the next generation of agentic tools to drive data science and the ICS ecosystem at Intuit.

In this role you will be leading a 35 person multi-disciplinary data science and analytics organization that will be connecting foundational data, agentic platform development, production modeling, platform product analytics and experimentation. You will directly manage the following teams which are working together to develop the aforementioned outcomes for the company:

• Technical Data Analytics: This team defines the data architecture, codevelops the data engineering strategy, owns the logic for KPI Standards, drives datamart prototyping and development in partnership with our Data Engineering team, and manages the technical mandates across the organization.

• Text Modeling Platform: This team manages our unstructured text processing platform and develops many of our internal Data Science Products at Intuit such as our Voice of Customer tools. This capability converts multi-modal signals into structured data and actionable insights and serves them to thousands of internal stakeholders to drive real value to our end users and business. This team also manages the forecasts for our platform licenses and compute.

• Agentic Analytics Platform Development: This team is driving the transformation of how we do Data Science and Data Analytics work within ICS and is building the platform that brings this all together. They’re developing servers, MCPs, agents, and orchestrators to enable all data professionals across the org to simplify their workflow and have greater impact in their spaces and beyond.

• ICS Platform Experimentation: This team maintains the tools and governance for enabling experimentation at scale across ICS and coordinates experiments and traffic to ensure we’re maximizing learnings against a fixed population of humans that serve our customers.

• Virtual Expert Platform (VEP) Product Analytics: This team owns the product analytics support of our VEP space, which contains the tools our expert population (CPAs, Product Support Experts, etc) use to serve customers, as well as the platform on which all these contacts are managed. This team also manages the Agentic Performance Framework, driving visibility to our portfolio of production agents and their performance and maintenance.

In this role you will partner closely with various Customer Success Data Science teams as your peers, those embedded within our Consumer Group Segment, our Global Business Solutions Group Segment, and with the Expert Network Platform Data Science Team. You will also partner closely with our Data Product Management team responsible for managing our Data Product portfolio and prioritizing the problems we prioritize solving across this team.

Furthermore, you will also partner with our Product Development org including the Data Engineering and AI Science teams to coordinate on development, as well as functional equivalents across our Business Units and Functional Data Science teams to align on common strategy and development and work with our Data Platform teams on aligning on strategy and managing our inputs into their roadmaps and technical mandates across Intuit.

Responsibilities

• Lead a 40 person organization (full time + contractors) managing those who manage the Technical Data Analytics, Data Tokenization, Unstructured Text Modeling, VEP Product Analytics, ICS Platform Experimentation, and Agentic Analytics Platform Development teams.

• Manage a 6-figure budget to strategically deploy contract resources to bolster the team through our business cycle to smooth out operations, and scale up to tackle business critical challenges that emerge.

• Lead the evolution of our datamart prototyping and metric standardization efforts leveraging GenAI to assist in the rapid development of production quality transformation to quickly harden the ICS data foundations in partnership with internal teams and partner organizations.

• Co-develop the vision for an integrated autonomous agentic data science platform that revolutionizes how we deliver data science and analytics at scale across ICS via a 150 person overall Data Science team resulting in substantial customer benefit, new customer growth, and adoption of Intuit services.

• Drive the development of the aforementioned vision across the various groups within this organization and in close partnership with your peers and partners across Intuit.

• Play a leadership role on Intuit’s VOC Data Product, to influence product roadmaps, remove friction, and accelerate actionable insights for all businesses and customers across Intuit.

• Lead the development, validation, and operational deployment of MCPs and agents that include advanced machine learning models, including classification, clustering, time series forecasting, and reinforcement learning, to power CS automation, personalization, insight generation, and performance optimization.

• Be the steward of measurement frameworks and metric definitions (both measured and derived) to drive consistent use of metrics, processes, and insights tied to business strategy.

• Guide and inspire adoption of derived metrics, data governance, proper data development lifecycle, and agentic data products to influence enterprise-level investment decisions and adoption through strong partnerships and development outcomes.

Qualifications

• Deep expertise in customer success and experience analytics, VoC methodologies, data engineering, and agentic industry tools. Ideally 12+ years working in Data Science or Data Analytics fields, and 6+ years managing data people managers.

• Proven track record of managing and developing people leaders leading Data Science, Data Analytics, or Data Engineering teams.

• Proven track record of developing high-performing teams and advancing analytics maturity in complex organizations.

• Advanced proficiency in data analysis, visualization, transformation, and modeling tools such as SQL, Python, R, Qlik, Tableau; experience with agentic development (MCP, agents, orchestrators) highly preferred.

• Extensive experience in supervised and unsupervised learning techniques including logistic regression, random forests, gradient boosting, NLP, text processing, topic extraction, and embedding techniques. Deep understanding of evaluation metrics, feature selection, and hyperparameter tuning.

• Demonstrated ability to leverage and develop GenAI systems (ChatGPT, NotebookLM, Anthropic Claude, etc) to make step-change impact to both business and personal work. Ongoing learning mindset to stay up to date on industry developments.

• Ability to access, integrate, and operationalize data from diverse sources including survey, behavioral, social, digital, and support channel data.

• Proven strategic impact through insights that drive retention, revenue, ecosystem adoption, customer benefit, and experience innovation.

• Demonstrated ability to influence senior executive stakeholders and lead cross-functional enterprise partnerships.

• Experience in developing and scaling measurement frameworks tied to organizational Input Goals, leading indicators, and Outcome Metrics indicators for customer outcomes and business performance.

• Strong experimentation background with the ability to lead hypothesis testing to deliver value across customer and expert populations as well as automate and scale platform experimentation standards across an organization.

• Passion for customer success, combined with extreme ownership, boundaryless leadership, operational rigor, and adaptability in dynamic environments.

• Familiarity and experience in the customer success, tax, B2B, fintech, money movement, accounting, sales, or voice of customer domains is a strong plus.

Intuit provides a competitive compensation package with a strong pay for performance rewards approach. This position may be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs (see more about our compensation and benefits at Intuit®: Careers | Benefits). Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing fair pay for employees, Intuit conducts regular comparisons across categories of ethnicity and gender. The expected base pay range for this position is: 268500 - 363000