Head of Data Science, Customer Technology

The Opportunity

We are hiring a Head of Data Science for Customer Technology, a large global organization responsible for Wayfair’s experience worldwide, across web and apps. This is a pivotal role, leading a large global team of 35-40 data scientists across the United States, Canada, and India. In this role, the data science agenda you and your team define will improve every step of the shopping journey, from inspiration to discovery, search, recommendations, product evaluation, and purchase. As AI is redefining what shopping means, this is a chance to shape this future, towards a more dynamic and conversational experience that provides the right information to the customer at the right moment to help them make confident decisions.

What You’ll Own

The Next Generation Shopping Journey 

You will lead and evolve the data science strategy for the shopping journey from the front door through product discovery, intelligent comparison and product details, to pricing and purchase. You will shape our agentic strategy, deepening our understanding of how customers shop with agents, and innovating to anticipate and respond to changes in this consumer behavior as agentic usage grows. You will partner closely with leading AI companies to help Wayfair show up best wherever our customers are. You will advance experiences that go beyond finding the right product, to helping customers manage their homes with assembly, installation, white glove delivery, warranty and more.

Customer Inspiration & Lifecycle

In this role, you will advance what we know about customers from new experiences that help them visualize and design a space that feels like home. You will build a coherent strategy across their multimodal interactions from clicks, conversations, imagery, video, and more. You will deepen our understanding of customer intent to power personalized experiences that meet customers across their needs, preferences, and constraints. 

Omni-channel

As Wayfair expands into physical retail, you will define the data science agenda to make the ecommerce and physical retail experience seamless and complimentary, by connecting what we know about customers, their propensity and intent, and behavior onsite and in the stores. This will extend beyond the products they find and how they pick them up, to how they leverage expert help, pay in the ways that are right for them, and be rewarded across their interactions.

AI-Enabled Development

You will embrace and leverage agentic development to accelerate innovation, reimagining the software development lifecycle from opportunity identification through validation and test, while meeting our standards on data quality, accuracy, and completeness. You will invest in AI to hold a high bar on rigor and quality of insights, scale self-service tools and workflows, and enable product teams to innovate for customers.

What Success Looks Like

You deliver innovations that meaningfully impact business outcomes. You make explicit choices about where the organization will–and will not–invest. You raise the bar on customer experience, the quality and pace of data science insights, self-service ability, and ROI. You build a strong leadership bench and an organization capable of meeting customer demand reliably, while modernizing our workflows, experiences, and systems. 

What You’ll Bring

• Leadership in heading the data science function for a large, globally distributed organization responsible for customer-facing experiences and platforms.

• Deep consumer technology and sensibilities. Judgement and perspective from having built and operated consumer technology at scale. 

• Technical credibility across several relevant areas, including customer behavior analytics, predictive modeling, advanced experimental design, and managing large, multi-year technology investments. 

• A record of defining and executing a multi-year data science strategy across multiple business units and technical domains, with the judgement to simplify scope, sequence investments, and pivot when an approach is not producing sufficient value. 

• Strong organizational and executive leadership: building senior talent, and connecting investments to customer and business impact. 

Helpful Experience

Experience with statistical learning and analysis, predictive model building and evaluation, multi-brand or multi-region commerce, consumer shopping technology, personalization and recommendation platforms, privacy & fraud, cloud data and infrastructure, advanced experimentation methodologies. 

How We Work

This role is based in Seattle, Mountain View, Toronto, or Boston. The organization and its partners are distributed across North America and India. Success requires deliberate presence with teams and leadership across locations, including periodic travel.

Why Wayfair

Home remains a complex, high-consideration category with enormous room for technology to improve how customers discover, evaluate, purchase, deliver, and install products. Wayfair operates at a scale where platform decisions have visible customer and commercial impact–and where agentic commerce is already moving from concept to live customer behavior. 

This is a rare opportunity to lead the insights that power today’s shopping experience while defining how Wayfair evolves to embrace new customer behavior and new technology trends.