Data Scientist, Experience and Engagement Surfaces

Our Company

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!

As part of Adobe.com, the Experience and Engagement (XE) organization is responsible for surfaces that unlock membership value for Digital Media customers by helping them discover, access, and successfully use our solutions. Within XE, the Support Products team is reimagining how millions of customers connect with our products through intelligent, AI-powered experiences.

We're looking for a curious and collaborative Data Scientist to join our Insights & Analytics team. In this role, you'll shape the future of conversational and self-service experiences-spanning AI assistants, our help center website, and generative AI tools that power search and automation. You'll also play a key role in uncovering customer insights that drive improvements across both support and sales journeys.

• Understand Customer Journeys: Analyze how users engage with digital and conversational tools-including chatbots, search, and self-service platforms-to identify patterns, drop-off points, and opportunities to improve the experience.
• Drive Conversational Analytics: Evaluate the performance of AI-powered interactions by tracking automation rates, resolution outcomes, and customer feedback.
• Elevate the Voice of the Customer: Use chat transcripts and feedback to uncover sentiment, surface top customer issues, and identify friction points. Share insights with product and platform teams to inform improvements across Adobe's ecosystem.
• Optimize Surface Experiences: Collaborate with product, engineering, and design partners to test and refine experiences across digital and human-assisted channels. Support experimentation and A/B testing.
• Build and Scale Dashboards: Create exploratory dashboards using Adobe Analytics, Customer Journey Analytics (CJA), and Power BI. Partner with Data Engineering to evolve these into scalable, production-ready tools for broader use.
• Collaborate Across Teams: Work closely with partners in Product, Engineering, Support, Sales, and Marketing to deliver insights that inform strategy and drive impact.

• Bachelor's degree and 3-5 years of experience in data science, analytics, or a related field.
• Strong command of SQL and Python, with experience in data wrangling, statistical modeling, and working with large-scale datasets.
• Demonstrated expertise in Adobe Analytics and Customer Journey Analytics (CJA), including building and interpreting dashboards and reports.
• Experience with data visualization tools such as Power BI and Tableau.
• Familiarity with customer journey analysis, conversational analytics, and experimentation frameworks.
• Exposure to voice-of-customer data, chat analytics, or contact center insights is a plus.
• Strong communication skills and a collaborative approach.

Customer expectations are evolving fast-and Adobe is leading the way with smart, scalable, and personalized experiences. This role offers the opportunity to grow your career while helping shape the future of AI-powered engagement at scale.

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.

State-Specific Notices:

California:

Fair Chance Ordinances

Adobe will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and "fair chance" ordinances.

Colorado:

Application Window Notice

If this role is open to hiring in Colorado (as listed on the job posting), the application window will remain open until at least the date and time stated above in Pacific Time, in compliance with Colorado pay transparency regulations. If this role does not have Colorado listed as a hiring location, no specific application window applies, and the posting may close at any time based on hiring needs.

Massachusetts:

Massachusetts Legal Notice

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Adobe is proud to be an Equal Employment Opportunityemployer. 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.

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