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Head of Research Analytics, Customer Experience Lab, gTech

Company: Google Inc.
Location: Mountain View
Posted on: June 12, 2021

Job Description:

Minimum qualifications:

  • Bachelor's degree in Computer Science, Engineering, Mathematics, or related field or equivalent practical experience.
  • 10 years of experience with data science, data analysis, data extraction, stakeholder management, machine learning, research, and organizational development.
  • 5 years of experience leading a team of statisticians, data scientists, or data engineers.

Preferred qualifications:

  • PhD degree in Statistics, Computer Science, Engineering, Mathematics, or related field or equivalent practical experience.
  • Experience with big data and cloud platforms to deploy large-scale data science solutions.
  • Experience in customer success, customer research, or marketing research.
  • Experience providing client-facing consultation or advising about data in retail, financial services, telecommunications, and automotive.
  • Experience guiding stakeholders in the use of data science to inform business outcomes.
  • Ability to navigate complex business organizations and manage multiple cross-functional stakeholders.

About the job

gTech's Product and Tools Operations team (gPTO) leverages deep user, operational, and technical insights to innovate Google's Ads products into customer experiences that are so intuitive (or automated) that they require no support at all. gPTO partners closely with gTech's Support, Professional Services, Product Management, and Engineering teams to innovate and simplify our Ads products and build the productivity tools ecosystem for gTech users.

The Customer Experience Lab conducts large-scale, global customer satisfaction surveys and scaled survey research with advertisers, who use Google's Advertising and Marketing Solutions. We assess the experiences of the hands-on users of Google's Ads products, distill and analyze these findings, and document and present associated insights to Ads leadership. Our mission to to understand and improve the customer experience (CX) by uncovering data-driven actionable insights at scale. These insights are highly sought after by Product Area (PA) leadership to inform business and product decision making, providing the best experiences possible to our users. As the Head of Research Analytics, you are familiar with Google's advertising products and are passionate about leading a team of statisticians, data scientists, and data engineers to translate data into actionable insights via modeling and analysis.

Google creates products and services that make the world a better place, and gTech's role is to help bring them to life. Our teams of trusted advisors support customers globally. Our solutions are rooted in our technical skill, product expertise, and a thorough understanding of our customers' complex needs. Whether the answer is a bespoke solution to solve a unique problem, or a new tool that can scale across Google, everything we do aims to ensure our customers benefit from the full potential of Google products.

To learn more about gTech, check out our video.


  • Develop and lead a team of data engineers, data scientists, statisticians and other data and analytics experts, who identify actionable insights related to the customer experience and associated outcomes.
  • Adopt or develop data engineering methodologies, such as data source and feature identification and integration, data pipelining, feature engineering, data munging and analysis, that can translate research to production.
  • Analyze and develop explanatory, predictive, and prescriptive models using appropriate mathematical methods, including but not limited to frequentist statistics, Bayesian statistics, time-series analysis, supervised and unsupervised machine learning methods, natural language process (NLP) and semantic analysis.
  • Provide thought leadership and ensure that efforts are focused on delivering impactful and actionable outcomes.

Keywords: Google Inc., Mountain View , Head of Research Analytics, Customer Experience Lab, gTech, Other , Mountain View, California

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