Data Scientist, Customer Experience

Whatnot•San Francisco, CA

2d•$162,000 - $215,000•Hybrid

About The Position

As Whatnot rapidly scales, data is central to shaping our product and operational strategy, helping us build delightful, high-performing experiences for both buyers and sellers. This is especially important when users reach out for support. We’re looking for a Data Scientist, Customer Experience who will partner closely with Product, Engineering, and Operations to embed the data narrative across Customer Experience products and operations, drive insights and experimentation, and ensure strong decision making across the company.

Requirements

5+ years of experience in Data Science, Decision Science, or Analytics within a product-focused organization.
A bachelor’s degree in Computer Science, Economics, Statistics, or a related quantitative field or equivalent experience.
Proven experience applying statistical and analytical methods to real-world product problems.
Advanced SQL skills and experience with modern data warehouses (Snowflake, BigQuery, Redshift) and tools like Spark or DBT.
Proficiency with Python or R for data analysis, modeling, and experimentation.
Experience designing and analyzing A/B tests and understanding causal inference techniques.
Strong data visualization skills and familiarity with BI tools for building interactive dashboards.
Ability to communicate complex ideas clearly, concisely, and impactfully across diverse stakeholders.
Experience leading cross-functional projects and influencing strategy with data.
Comfortable working in fast-paced, ambiguous environments with a high degree of ownership.

Responsibilities

Define and own the KPIs that measure CX health, downstream impact, product experience, and user sentiment.
Analyze user behavior and marketplace dynamics to identify opportunities and inform CX product and agent team priorities.
Measure the tradeoffs between user experience and business value.
Translate complex data into actionable recommendations for product and leadership teams.
Partner with product managers and engineers to design, implement, and evaluate A/B tests and feature rollouts.
Develop frameworks for causal inference, impact measurement, and long-term ecosystem health.
Build scalable methodologies to understand feature performance and guide iteration.
Use our modern data stack to build dashboards, data pipelines, and self-serve tools that empower teams across Whatnot.
Partner with engineers and operations leadership to improve data accessibility, ensure data quality, and support instrumentation for new product features.
Advocate for data-driven decision-making and foster a culture of measurement across the CX organization.
Communicate insights clearly to both technical and non-technical audiences, influencing roadmaps and strategic decisions.
Serve as a thought partner to CX leads, shaping how we build, launch, and iterate on experiences across the platform.

Benefits

Flexible Time off Policy and Company-wide Holidays (including a spring and winter break)
Health Insurance options including Medical, Dental, Vision
Work From Home Support
$1,000 home office setup allowance
$150 monthly allowance for cell phone and internet
Care benefits
$500 monthly allowance for wellness
$5,000 annual allowance towards Childcare
$20,000 lifetime benefit for family planning, such as adoption or fertility expenses
Retirement; 401k offering for Traditional and Roth accounts in the US (employer match up to 4% of base salary) and Pension plans internationally
Parental Leave
16 weeks of paid parental leave + one month gradual return to work company leave allowances run concurrently with country leave requirements which take precedence.