Lead CX Business Intelligence Analyst
About The Position
Gusto’s Customer Experience team is evolving how we serve small businesses — launching new service models, migrating telephony platforms, and building data infrastructure to support it all. We’re looking for a Senior Analytics Engineer to own the data layer that makes this possible. This isn’t a typical analyst role. You’ll spend roughly half your time building and refining ELT pipelines (new API integrations, telephony data, evolving process data) and the other half translating that data into dashboards, metrics, and insights that CX leaders use to make decisions. You’ll be the data engineering lead for CX — partnering with our centralized Data Engineering team while driving the priorities, definitions, and architecture for CX-specific data. The CX Data & Insights team provides the analytical backbone for Gusto’s Customer Experience organization. We build scalable reporting, define operational metrics, and partner with CX leaders to turn data into action. You’ll work alongside analysts, workforce management and support partners, data science and engineering teams — and you’ll have a seat at the table when decisions are being made about how we measure and improve the customer experience.
Requirements
- 4+ years of experience in Data Analytics, Data Engineering, or Data Governance
- Proficient in SQL and Python, capable of querying and analyzing large datasets with ease.
- Strong analytical skills, with the ability to interpret complex data and provide actionable insights.
- Proven ability to work with messy, undocumented data: reconciling conflicting sources, defining metrics from scratch, and documenting your decisions and trade-offs along the way.
- Clear, direct communication style. You can explain a complex data investigation to a non-technical stakeholder in 1–2 sentences before diving into the detail.
- Comfortable working independently, managing competing priorities, and driving projects forward without waiting for perfect requirements.
Responsibilities
- Design, build, and maintain ELT pipelines for CX data sources — including new API integrations, and evolving operational processes.
- Lead CX data engineering workstreams in close partnership with the centralized Data Engineering team. You set the priorities and define what’s needed; they help you scale it.
- Navigate messy, conflicting data sources (yes, there will be 50+ tables that don’t agree) to establish reliable sources of truth and well-documented metric definitions.
- Build and maintain data models that support forecasting, capacity planning, agent performance, and service-level tracking.
- Develop and maintain automated dashboards and reports for day-to-day operations and executive readouts.
- Conduct deep-dive analyses to uncover growth opportunities, diagnose performance issues, and shape CX strategy.
- Translate complex findings into clear, concise recommendations — lead with the conclusion, then show the work.
- Partner directly with CX leaders to define what we should measure, why it matters, and how to act on it.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
501-1,000 employees
