Director - Data Science, Customer Experience

Role overview

Lead the data science function responsible for customer communications and lifecycle experiences, from onboarding and engagement through retention and reactivation. You will own the models and experiments that guide offers, channels, timing, and next actions, and help shift campaign operations toward automated, model-driven decisions. Success is tied to measurable customer and business outcomes, with responsible gaming safeguards and regulatory requirements built into the work.

Responsibilities - Set the science roadmap, KPIs, modeling priorities, delivery, and production health for customer relationship management decision systems. - Lead, hire, and develop data scientists and applied AI engineers, establishing rigorous standards and a focus on measurable outcomes. - Partner with customer relationship management and VIP teams on next-best actions, offer targeting, lifecycle journeys, and channel and send-time decisions. - Work with applied AI engineering to automate campaign workflows using agents and large language model systems. - Measure the incremental effect of communications and promotional spending with Marketing and Finance, reconciling results to financial performance. - Build regulatory and responsible gaming constraints into targeting, and oversee monitoring, drift detection, and model retraining.

Requirements - At least 8 years in data science or machine learning, including 3 years leading teams and shipping production models. - Deep practical experience with lifecycle and customer relationship management science, such as propensity, churn, uplift, offer optimization, and next-best-action models. - Strong experimentation and causal inference skills, including holdout design, power analysis, and incrementality measurement. - Experience applying large language models or AI agents to marketing operations and campaign workflows. - Familiarity with real-time machine learning systems, feature pipelines, low-latency scoring, monitoring, and retraining; cloud experience, preferably AWS. - Demonstrated team-building ability and skill turning ambiguous marketing problems into an executive-ready roadmap; quantitative master’s degree, PhD, or equivalent experience.

Nice to have

Experience in online gaming, sports betting, fintech, or another high-frequency consumer business; personalization or recommendation systems; relevant marketing and data platforms; or optimization that balances revenue, engagement, and customer wellbeing.

Benefits and work setup

The source mentions competitive pay and benefits, flexible vacation, and a startup culture supported by an established global brand.