Customer Experience Insights & Operations Analyst

San Francisco, CA or Denver, CO

The CX Insights & Operations team delivers strategy, operations, and technology to wow customers with each and every interaction. As a member of our team, you will drive strategy and build scalable processes for our world class customer experience, in partnership with our CX leadership team.

This role provides a unique opportunity in that you will support and help shape a rapidly growing and strategically important segment of our business. Candidates should align with our company values, be highly self-motivated to drive results, and have a insatiable desire to learn and grow to solve the business problems they face. 

Here’s what you’ll do day to day: 

    • Business Analytics: Partner with our other CX I&O team members and Finance team to develop CX metrics and forecasts. Provide business insights and recommendations based on data that will drive our strategy
    • Day-to-day support of the CX program: Provide day-to-day support and thought partnership to our Head of CX and CX Operators, including ad hoc decision making support, reporting and analyses, cross-functional collaboration and one-off projects.
    • Cross-Functional Partnerships: Partner effectively with CX leadership, Finance & Business Operations, Data, and Business Intelligence teams.
    • Productivity & Enablement: Develop processes, best practices, and metrics / analytics to enable CX teams and manager productivity and scalability. 
    • Problem-solving: Use data to identify trends and pinpoint the drivers behind them. Use hypothesis-driven problem solving for CX’s biggest puzzles.
    • Manage Projects: Develop and manage project plans for company-wide initiatives

 

Here’s what we’re looking for:

  • 3+ years of highly analytical experience in operating roles ideally at growing startups, biz ops roles, and/or consulting
  • Experience at a fast-paced technology company preferred.
  • Experience in a customer service organization a plus.
  • Thorough experience analyzing data to drive insights and decision-making.
  • Strong analytical skills. You’re an excel ninja with the ability to tell stories through data and make bold recommendations.
  • Proficiency in writing SQL queries is required.
  • Deep experience with analytical tools (e.g. SQL, Tableau, or Excel).
  • Strong organization and prioritization skills: intense attention to detail.
  • True passion for the customer: you creatively seek ways to delight them.
  • Fast learner who adapts well to a fast-moving environment and gets things done.
  • Deep empathy and obsession for delivering an amazing customer experience and for making things more efficient (“Lean Six Sigma” process improvement experience a plus)
  • You thrive in fast-paced, get-stuff-done environments - and can easily juggle multiple priorities and projects
  • Strong and empathetic business partner 
  • Executive written and verbal communication, and ability to influence senior leaders


ABOUT GUSTO

Our customers come from all walks of life and so do we. We hire great people from a wide variety of backgrounds, not just because it's the right thing to do, but because it makes our company stronger. If you share our values and our enthusiasm for small businesses, you will find a home at Gusto.

Gusto is a modern, online people platform that helps small businesses take care of their teams. On top of full-service payroll, Gusto offers health insurance, 401(k)s, expert HR, and team management tools. Today, Gusto offices in Denver, San Francisco, and New York serve more than 100,000 businesses nationwide.

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