Senior Data Scientist – Digital Touch
Customer Success | Seattle, Washington or San Francisco, California or Chicago, Illinois

This position is not eligible for employment in the following states: Alaska, Hawaii, Maine, Mississippi, North Dakota, South Dakota, Vermont, West Virginia and Wyoming.

Our agreement with employees
DocuSign is committed to building trust and making the world more agreeable for our employees, customers and the communities in which we live and work. You can count on us to listen, be honest, and try our best to do what’s right, every day. At DocuSign, everything is equal. We each have a responsibility to ensure every team member has an equal opportunity to succeed, to be heard, to exchange ideas openly, to build lasting relationships, and to do the work of their life. Best of all, you will be able to feel deep pride in the work you do, because your contribution helps us make the world better. And for that, you’ll be loved by us, our customers, and the world in which we live.

The team
Our Customer Success team is the largest organization in the world focused entirely on agreement processes and technologies. We are the Agreement Experts. With hundreds of thousands of successful customers worldwide, we know how to help our customers see results quickly. And that experience is just one of the reasons our customers trust us to connect, automate, and integrate their systems of agreement, everywhere they need to get work done. As part of our global team of Agreement Experts – in professional services, customer success management, learning and enablement, and customer support – you’ll bring your knowledge, insights, and proven expertise to help our customers achieve more than they ever thought possible.

This position
The Senior Data Scientist – Digital Touch is responsible for designing and building models & algorithms for the Digital Customer Success, Adoption Enablement and Success Marketing that power the next generation of actionable insights for the Customer Success organization at DocuSign. The ideal candidate has a rich experience across one or more domains of Customer Success, Adoption Marketing, Digital Analytics, Advertising, Consumer behavior, Customer Journeys and Sales Lifecycle. The candidate is a lead decision / data scientist with a track record of driving successful data science initiatives, advanced predictive and prescriptive analytics for business and customer facing outcomes. In this role you will leverage statistical analysis and machine learning to help DocuSign Customer Success teams drive adoption & consumption campaigns leading to higher retention, upsell and cross-sell. You will partner closely with other data scientists and analysts in Customer Success Analytics, product engineering, marketing, sales and finance, while collaborating & partnering with customer success teams on business & customer requirements to improve customer journeys and drive targeted customer outcomes with tangible ROI. This role requires the ability to deliver in matrixed organization at global scale. The candidate is deeply analytical with keen understanding of business process and programs and the ability to translate data and insights into executive readouts.

The Customer Lifecycle Marketing designs and delivers campaigns, webinars and events to drive customer success and adoption at scale. This includes driving thought on how to target the right content and channel to the right audience, measuring message and content engagement, and customer outcome attribution. The ideal candidate has driven marketing attribution analytics, content engagement & effectiveness, website experience & effectiveness, customer adoption, success and health measurement as a data scientist / decision scientist. This role goes beyond traditional marketing attribution and requires creativity to understand and create impact measures that are not basic conversion rates.

The Success Marketing team develops rich, engaging content in support of customer marketing strategies that drive awareness and engagement with learning and adoption programs, professional services, and customer success management capabilities globally. This role will also analyze overall content effectiveness within Customer Success with the objective is to keep customers involved and engaged with DocuSign, in support of our strategic imperative to accelerate customer adoption and success. This requires strong expertise with content metrics, optimization and applying knowledge of our customers’ journeys.

This position is an individual contributor role reporting to the Director Customer Success Analytics and Data Science and is designated Flex.

Responsibilities

• Design and build predictive & prescriptive models across the Customer Lifecycle– understand & track events and interactions – drive analytics on attribution to usage and adoption – predict journeys customer will take with campaigns & content navigation
• Create models to deliver meaningful insights & analysis on the effectiveness and impact of campaign, webinars, events and communications on customer usage & adoption.
• Design and build models to influence decisions for optimal audience targeting for different outreach programs based on program goals, system constraints, and customer lifecycle analysis
• Drive consistency in data collection and processes within the Customer Success Lifecycle Marketing team and Customer Success content teams
• Coordinate with the Marketing Operation team on campaign audience builds and results
• Partner with cross-department to report accurately on data sourced from many different data sources including Support, Product, DocuSign University, and Professional Services
• Produce requirements and coordinate with other teams to automate the execution of data science pipelines
• Design and report on A/B tests for new and modified campaigns and programs, including design of control groups
• Collaborate with front-line, customer-facing Customer Success teams to gather customer insights and best practices to inform and drive content asset creation, performance and measurement.
• Create methodology for understanding content effectiveness across the Support Site, DocuSign University, and any other platforms
• Drive and develop the customer journey analytics across enablement experiences. Use analytics and data to evaluate effectiveness, drive changes, identify enhancements for new programs.
• Determine opportunities for improvement across process, tooling and data automation to optimize costs and decrease turnaround time for analytics consumers

Basic qualifications

• Minimum of 8 years related experience with a Bachelor’s degree or 6 years related experience with a Master’s degree
• 8+ years of experience in solving complex business problems using advanced analytics, statistical techniques (preferred exposure to machine learning) to drive marketing analytics, campaign targeting and analytics, event analytics, customer journey analysis
• 5+ years of experience working with ML in Python solving real business issues, and delivering data science solutions and products using classification algorithms, neural networks algorithms, NLP techniques, and statistical analysis.
• 3+ years of experience in executing complex projects, extracting, cleansing, and manipulating diverse structured and unstructured data sets on relational – SQL, NOSQL databases
• 3+ years of experience working in an agile environment with iterative development & business feedback
• 3+ years of provide insights to support strategic decisions, including preparing and delivering insights and recommendations
• 3+ years of experience across Customer and Marketing scenarios with knowledge of data science concepts related to customer lifecycle marketing, content management - customer journeys, lifetime value
• 3+ years of SQL with excellent hands-on exposure to creating complex queries across multiple database schemas
• 3+ years working with multi-million rows of data
• A Master’s degree in Computer Science, Business Analytics, Marketing Analytics, Applied Mathematics or Statistics, Econometrics, or closely related field

Preferred qualifications

• Comfortable with loosely defined requirements where you exercise your analytical skills to collaborate with the rest of the team to build solutions
• Excellent problem-solving skills with ability to synthesize & communicate complex results to senior leaders
• Attention to detail with focus on data quality, data consistency and criticality
• Ability to shape ambiguity, govern & prioritize in a matrixed environment across organizational boundaries
• Strong desire to stay ahead of industry trends & technologies with a commitment to continuous learning
• Preferred experience using machine learning to build recommender systems
• Exposure to AI, Deep Learning, Neural Networks, NLP
• Exposure to big data platforms – Snowflake, Redshift, Azure, Matillion, Hadoop
• Excellent at articulating vision and planning execution of projects

Vaccination requirement
DocuSign may require all employees to be fully vaccinated against COVID-19 and provide proof of vaccination to visit a DocuSign office, to meet with potential or actual customers or business partners, or for other business-related purposes, in accordance with local law. Please note that DocuSign has contracts with different governments globally which may require compliance with local and federal laws.

About us
DocuSign helps organizations connect and automate how they prepare, sign, act on, and manage agreements. As part of the DocuSign Agreement Cloud, DocuSign offers eSignature: the world's #1 way to sign electronically on practically any device, from almost anywhere, at any time. Today, over a million customers and hundreds of millions of users in over 180 countries use DocuSign to accelerate the process of doing business and simplify people's lives. And we help save the world’s forests and embrace environmental sustainability.

It's important to us that we build a talented team that is as diverse as our customers and where all employees feel a deep sense of belonging and thrive. We encourage great talent who bring a range of perspectives to apply for our open positions. DocuSign is an Equal Opportunity Employer and makes hiring decisions based on experience, skill, aptitude and a can-do approach. We will not discriminate based on race, ethnicity, color, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender identity, gender expression, genetic information, physical or mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, or any other legally protected category.

Accommodations
DocuSign provides reasonable accommodations for qualified individuals with disabilities in job application procedures, including if you have any difficulty using our online system. If you need such an accommodation, you may contact us at accommodations@docusign.com.

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