Responsibilities
- Develop churn and survival models to identify customers at risk early and predict their lifecycle stages.
- Enable retention interventions such as save flows and lifecycle messaging, and classify churn reasons for tailored responses.
- Create propensity models and personalized experiences to re-engage customers who have churned.
- Determine optimal actions, offers, and messages per customer across product interfaces, measuring incremental impact.
- Optimize incentive allocation by deciding who receives promotions, when, and at what value to maximize revenue retention.
- Manage the full model lifecycle, including deployment, monitoring, retraining, and handling model drift.
- Design experiments and measure uplift to target interventions effectively on responsive customers.
Responsibilities
- Churn & retention modeling: Build churn/survival models and lifecycle-state models that flag at-risk customers early and anticipate where each customer is heading.
- Intervention & reason understanding: Power the retention interventions that act on that risk — save flows, skip/pause deflection, lifecycle messaging — and classify why customers churn so the response fits the reason rather than being generic.
- Resurrection & win-back: Develop propensity models and personalized experiences that bring churned customers back.
- Personalization & Next-Best-Action: Decide the right action, offer, and message per customer across product surfaces, with an uplift layer measuring incremental impact.
- Offer & promo optimization: Determine who gets an incentive, when, and at what value — maximizing retained revenue without over-discounting.
- Production & MLOps: Own the full model lifecycle and ship models into the systems where they act; handle monitoring, retraining, and drift.
- Experimentation & incrementality: Design experiments and uplift measurement so we intervene on movable customers and not on those who'd retain anyway.
