CX Operations - Insights Lead

Braze•New York, NY

8h•Hybrid

About The Position

The CX Operations Insights Lead will serve as a critical Individual Contributor bridging the gap between data-driven operational metrics and resource allocation across the entire Customer Experience (CX) department. Reporting to the Senior Director of CX Operations, this role acts as a strategic architect focusing on two primary pillars: Headcount Capacity Planning and broad Insights & Analytics. While our Resource Management team handles tactical resourcing for projects within Certinia PSA, this role will step back to look at the broader picture. You will be responsible for forecasting and headcount modeling for all CX teams, including those not currently utilizing Certinia, such as Customer Support and Customer Success. Beyond capacity planning, you will drive high-visibility analytics initiatives with a heavy emphasis on workflow automation, ensuring our CX leadership have the insights needed for their key business reviews. As an L5 Lead, you will also act as a mentor to more junior ICs within the team and define cross-divisional objectives that add value at the broader business level.

Requirements

4+ years of proven experience in business intelligence, data analysis, business strategy, or a quantitative field, with specific and demonstrated experience in headcount modeling and capacity planning across large departments or organizations.
Strong reporting and dashboarding skills are required.
Highly proficient in Google Sheets and Salesforce Reporting.
Knowledge of using Looker and Snowflake SQL.
A gift for storytelling with data.
Analytically driven, comfortable handling complex tabular datasets, and possess a strong problem-solving mindset focused on automation and iterative improvement.
Fully understand and be able to exploit automation and AI technologies to introduce efficiencies across mundane tasks, while being acutely aware of their limitations.
Demonstrable skills in tooling such as Gemini, Claude, OpenAI, Atlassian Rovo, Tray.ai, etc.
Comfortable working on loosely defined tasks and can synthesize complex utilization and revenue data into clear narratives for executive leadership.
Excellent written and verbal communication skills.
Forge and cultivate trusted long-term relationships and can seamlessly partner with both technical teams and senior business leaders, acting as a translator between them.

Nice To Haves

Experience with Tableau or other BI tooling is highly beneficial.
Experience with Gainsight is highly beneficial.

Responsibilities

Develop and own broader headcount models and forecasting across the entire CX department.
Forecast resource needs based on a deep understanding of utilization models, paired with future targets around company growth and revenue.
Collaborate continuously with the Resource Management team to ensure high-level headcount forecasts align with the tactical resourcing executed within our Services PSA tooling.
Partner with the Financial Planning & Analysis team to flex your headcount and utilization modeling with updates to revenue and growth targets, providing foundational data for executive-level business reviews and strategic resource allocation.
Lead value-add analytics activities across the CX Operations team, owning the data delivery for various CX departmental OKR metrics, Monthly Business Reviews (MBR), Quarterly Business Reviews (QBR), and Board decks.
Streamline data processes and reporting mechanisms to enhance efficiency, continuously seeking ways to automate the generation of leadership reporting.
Act as a strategic partner to CX leadership, clearly presenting work updates and insights in internal leadership meetings without requiring management support.
Serve as a Lead IC, creating space at the table through mentoring, coaching, and reviewing the work of junior analysts within the team.

Benefits

Competitive compensation that may include equity
Retirement and Employee Stock Purchase Plans
Flexible paid time off
Comprehensive benefit plans covering medical, dental, vision, life, and disability
Family services that include fertility benefits and equal paid parental leave
Professional development supported by formal career pathing, learning platforms, and a yearly learning stipend
A curated in-office employee experience, designed to foster community, team connections, and innovation
Opportunities to give back to your community, including an annual company-wide Volunteer Week and donation matching
Employee Resource Groups that provide supportive communities within Braze
Collaborative, transparent, and fun culture recognized as a Great Place to Work®