Director, Data Science – Customer Engineering

Our Company

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Changing the world through digital experiences is what Adobe’s all about. We give everyone from emerging artists to global brands everything they need to design and deliver exceptional digital experiences! We’re passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies interact with customers across every screen.

We’re 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

We seek a senior, experienced hands-on’ Data Science leader to join our Customer Engineering team within the Adobe Digital Experience (DX) Cloud Engineering.

Customer Engineering (CE) focuses on multiple aspects of product experience for Adobe Experience Platform (AEP) and AEP-related Apps, including diagnostics and prevention of customer issues and technical enablement to helpcustomers quickly and iteratively move through the product adoption lifecycle to realize business value.

The CE team also partners closely with our Adobe Field teams (Pre-Sales, Consulting, and Support) Field and 3rd party partners to collect and synthesize real-world customer patterns to align our product roadmap and develop technical frameworks and tooling to help these field teams achieve scale and impact as they engage with customers.

As ourAEPbusiness grows, our product and broader engineering teams are challenged to scale themselves to meet the customer and field team demands.

In particular, variousteams needdata-driven, actionable insights that help identify, prioritize, and focus people and technology investmentsto help customers struggling to run, operate, or grow business impact from their AEP E2E system.

In addition, there is ample opportunity to infuse morecustomer self-serve intelligence into our products through reporting, analytics, andeven AI assistance.

This senior leader would be the founding member of a Customer Data Science (CDS) team to take on these challenges requiring this leader to develop and execute a team charter and roadmap,resulting in new customer and operational KPIreporting, predictive intelligence (e.

g., at-risk customers, customer maturity, etc.), and in-product customer usage and valueframeworks in collaboration with other datascience related teams, such as our ML ops and decision science platform teams.

What You’ll Do

Analyze large and complex data sets related to AEP customer platform health, usage, and performance metrics to uncover insights and identify opportunities to improve customer support processes, system implementation, or product enhancements

Develop and monitorAEP key performance indicators (KPIs) and metrics to track customer-levelE2E platform health, capability usage and adoption, value realization, and other critical customer platform success measures

Conduct exploratory data analysis to identify patterns, trends, and correlations that can inform product and engineering strategy and guide decision-making

Collaborate closely with product managers, engineers, and other cross-functional teams to understand customer product goals, translate business questions into analytical tasks, and provide data-driven recommendations

Build statistical models and machine learning algorithms to predict customer issues, identifyproduct adoption drivers (points of struggle), personalize product support interactions, and optimize product performance

Communicate findings and insights effectively through clear data visualizations, reports, and presentations to technical and non-technical stakeholders

Partner with engineering and other business intelligence teams to design and automate data pipelines,improve data tracking, data quality, and the overall data infrastructure supporting customer and platform analytics

What You Need to Succeed

The optimal candidate will have 10+ years’ experience in data science or related analytics roles (product, customer analytics), including aunique blend of applied data science technical expertise, analytical prowess, business savvy, communication skills, and leadership abilities to drive data-driven innovation and decision-making.

Detailed list of desired skills as follows :

Technical skills

Expertise in machine learning, predictive modeling, data mining, and advanced statistical techniques.

Proficiency in programming languages like Python, SQL, and working with big data tools like Spark and Hadoop

Experience with data visualization tools like Tableau for effectively communicating insights

Knowledge of cloud platforms like Amazon Web Services for data processing and model deployment

Analytical and Problem-Solving Skills :

Excellent analytical and problem-solving abilities to extract insights from complex datasets and drive data-driven decision-making.

Curiosity and passion for exploring new techniques and staying updated with the latest advancements in data science

Innovative mindset to develop novel solutions and find the "next big thing" that differentiates the organization

Business and Communication Skills

Strong business acumen to understand organizational goals and translate them into analytical tasks.

Ability to communicate complex technical concepts simply through data storytelling and visualizations.

Consultative approach to collaborating with cross-functional teams and stakeholders

Leadership and Management Skills

Leadership skills to guide and mentor junior data scientists and drive data science strategy.

Project management experience to oversee end-to-end data science projects and initiatives.

Ability to prioritize and manage multiple projects simultaneously while meeting deadlines.

Our compensation reflects the cost of labor across several U.S. geographic markets, and we pay differently based on those defined markets.

The U.S. pay range for this positionis $191,700 $345,700 annually. Paywithin this range varies by work locationand may also depend on job-related knowledge, skills,and experience.

Your recruiter can share more about the specific salary range for the job location during the hiring process.

At Adobe, for sales roles starting salaries are expressed as total target compensation (TTC base + commission), and short-term incentives are in the form of sales commission plans.

Non-sales roles starting salaries are expressed as base salary and short-term incentives are in the form of the Annual Incentive Plan (AIP).

In addition, certain roles may be eligible for long-term incentives in the form of a new hire equity award.

Adobe is proud to be anEqual Employment Opportunityand affirmative action employer. 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.

Adobe aims to make Adobe.com accessible to any and all users. If you have a disability or special need that requires accommodation to navigate our website or complete the application process, emailaccommodations@adobe.

comor call (408) 536-3015.

Adobe values a free and open marketplace for all employees and has policies in place to ensure that we do not enter into illegal agreements with other companies to not recruit or hire each other’s employees.

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