About this role

▸about Coinbase — company background

Ready to do the most impactful work of your career? At Coinbase, we are uncompromising on our mission to increase economic freedom. The bar is high, the environment is intense, and we like it that way. This isn't a place for complacency, it’s a place to be pushed past your perceived limits. If you're ready to build the future of finance alongside people who refuse to settle for "good enough," you belong here. Coinbase is a remote-first, but not remote-only company. Expect to get together quarterly for intense in-person working sessions called “surges.” learn more about working at Coinbase.

As a Senior Data Scientist on the CX Consumer Analytics team, you will serve as the foundational link between CX operations and top-line financial impact, owning the revenue calibration models, experimentation frameworks, and behavioral intelligence that connect every customer support interaction to Coinbase's asset accumulation flywheel. You will partner closely with CX Analytics Engineers, Program Managers, and Product teams to translate complex operational and behavioral data into defensible, executive-ready insights that drive measurable improvements in retention, product adoption, and automation quality.

What you'll do:

Own and evolve CX's Downstream Impact of Support (DSI) revenue calibration models, translating support interaction data into quantified revenue signals.

Design and execute causal inference frameworks and experiments to measure the incremental impact of CX programs (Concierge, Proactive Outreach, automation interventions) on customer retention and product engagement.

Build and maintain LLM-powered classification pipelines for CX contact taxonomy, customer friction detection, and issue attribution, partnering with Analytics Engineers to productionize models into CX's governed Source of Truth infrastructure.

Partner with CX Program Managers and Product teams to define segmentation models and behavioral signals that enable personalized experiences and improve business outcomes.

Maintain a high bar for statistical rigor across CX's analytics function, ensuring experimentation, causal analyses, and model outputs meet the standards required for executive reporting and regulatory defensibility.