Senior Data Analyst - CXO

BILL•Draper, UT

1d•Remote

About The Position

Innovate with purpose At BILL, we believe in empowering the businesses that drive our economy. By replacing outdated financial processes with innovative tools, we help businesses—from startups to established brands—make smarter decisions and gain control of their operations. And we don’t stop there: we’re creating the future of financial automation so businesses can spend more time on what matters. Working here means you become part of a vision-driven team that’s ready to tackle challenges and build cutting-edge solutions. We value purpose, drive, and curiosity—and we thrive in a fast-paced, ever-changing environment. Whether in one of our offices in San Jose, CA, Draper, UT, or working remotely, BILLders collaborate to deliver real impact for businesses that need more time in their busy weeks. BILL builds high performing teams and we seek to hire the best talent for every role. We're committed to building a workplace that fosters inclusion and diverse perspectives, valuing each person’s unique skills and experiences. We’d love to hear from you—you might be just what we’re looking for, whether in this role or another. ✨ Let’s give businesses more time for what matters. Make your impact within a rapidly growing Fintech Company

Requirements

Experience: 5+ years of experience in data analytics, with at least 2 years specifically in support of Customer Support or Operations teams within a high-growth tech environment.
SQL Mastery: Expert-level SQL skills are a must (CTEs, window functions, and query optimization).
Technical Stack: Proficiency in dbt for data modeling and experience with modern BI tools (Tableau preferred).
Domain Specific Fluency: A solid understanding of customer support metrics and VoC analysis best practices.
Communication: The ability to translate "data-speak" into clear, compelling narratives for non-technical stakeholders.
Visa Sponsorship: Please note that this position is not eligible for visa sponsorship. Applicants must have authorization to work in the United States without requiring visa sponsorship now or in the future.

Responsibilities

Strategic Insights: Analyze complex datasets to identify trends in customer pain points, churn drivers, and support volume.
Voice of the Customer (VoC): Lead deep-dive analyses into "Contact Reason" data to provide the Product team with evidence-based recommendations for feature improvements.
Operational Excellence: Build and maintain automated dashboards (Tableau) to track KPIs like CES, First Contact Resolution (FCR), Average Handle Time (AHT), and Resolution Rate.
Predictive Modeling: Develop forecasting models to predict support volume fluctuations, enabling precise staffing and resource allocation.
Data Governance: Ensure the integrity and scalability of our CX data pipeline in dbt, collaborating with Data Engineering to integrate new support tools into our warehouse.