Hard Rock Digital
Director - Data Science, Customer Experience
United States, FL · Remote · Director · Full-time · Posted Oct 29, 2026
- Experience
- 8+ years in data science or machine learning; 3+ years leading data scientists or ML engineers and shipping production models.
- Education
- Master's or PhD in a quantitative field, or equivalent experience.
About the job
Leads the data science strategy and team responsible for personalized CRM engagement, automated customer decisioning, experimentation, and measurable customer and business outcomes.
What you'll do
- Own the Customer Experience science roadmap, KPIs, production models, monitoring, and retraining.
- Lead and develop data scientists and applied AI engineers; partner with CRM, VIP, Marketing, Finance, and engineering teams to improve customer journeys and automate CRM operations.
- Measure incremental CRM impact and embed responsible gaming and regulatory guardrails in models.
What they ask for
- 8+ years in data science or machine learning, including 3+ years leading data scientists or ML engineers and shipping production models.
- Hands-on CRM and lifecycle science expertise, including propensity, churn, uplift, next-best-action, offer optimization, and channel or send-time optimization.
- Strong experimentation and causal inference foundations; experience applying LLMs and AI agents to marketing operations.
- Experience with production real-time ML and team building; ability to set a science roadmap and communicate trade-offs to executives.
Nice to have
- Experience in online gaming, sports betting, fintech, or another high-frequency consumer business; recommendation or personalization systems.
- Familiarity with Braze, Amplitude, Segment, Snowflake, dbt, Airflow, AWS SageMaker, or Bedrock; multi-objective optimization.
Tools
LLMs, AI agents, AWS, Braze, Amplitude, Segment, Snowflake, dbt
AI focus
Apply LLMs and AI agents to automate CRM and marketing operations, including campaign generation, audience building, automated QA, and journey orchestration.
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