Responsibilities

Gusto's Customer Experience team is changing how we serve small businesses: new service models, a telephony platform migration, and the data infrastructure to support both. We are hiring a Business Intelligence Analyst to own the data layer that makes this work.
CX Data and Insights is the analytical backbone of Gusto's Customer Experience organization. We define the metrics CX leaders run the business on, and we produce the analysis that shapes operational roadmap decisions.
Here’s what you’ll do day-to-day:
Lead: Own ambiguous problems, design analysis and measurement frameworks, and introduce policies and practices by which data integrity is monitored and enforced within your domain.
Execution: Deliver multiple high-impact projects, balancing trade-offs to maximize business value, and maintain clear expectations of deliverables and timelines.
Strategic Partnership: Partner with CX leaders, cross-function data-science teams, tool developers (i.e. Salesforce), and data engineering to align on strategy.
Analytical Rigor: Apply advanced statistical methods and AI-driven anomaly detection to proactively uncover opportunities, diagnose performance issues, and shape CX strategy, separating signal from noise. Navigate messy, conflicting data sources to establish reliable sources of truth. Use AI to accelerate hypothesis generation, code drafting, cross-source reconciliation, validation, and build agents to automate repetitive tasks.
Develop and scale reporting: Define DBT and Snowflake data pipeline requirements for evolving CX data sources, build and maintain monitoring systems, and streamline dashboards for day-to-day operation and self-serve insights.
Independence: Independently determines analytical research, metrics and/or data products to achieve annual objectives, and proactively resolving conflicts or misalignment across stakeholders.
Scale the Craft: Up-level the team’s best practices in data modeling and schema design, expand our toolsets (e.g., Databricks for AI-augmented modeling and anomaly detection) where they accelerate CX outcomes, drive improvements in data quality, rigor, and adoption of better data capabilities, and mentor other data practitioners.
Communication: Present complex findings in a structured, compelling way to technical and non-technical stakeholders, fostering a data-informed mindset across the company.
Here’s what we're looking for:

Lead CX Business Intelligence Analyst at Gusto · LumiJobs

Lead CX Business Intelligence Analyst

Responsibilities

Benefits

Company

Gusto

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