Lead CX Business Intelligence Analyst

Gusto's Customer Experience team is transforming how they serve small businesses with new service models, a telephony platform migration, and supporting data infrastructure. We're seeking a Lead CX Business Intelligence Analyst to own the data layer crucial for this transformation.

You will work closely with CX leaders to identify priorities, develop data pipelines, models, and dashboards to ensure trustworthy CX data. You'll use this foundation to answer key questions about customer outcomes. Ideal candidates combine technical depth with judgment on which questions to prioritize.

The CX Data and Insights team serves as the analytical backbone of Gusto's Customer Experience organization, defining metrics for CX leaders and producing analyses that inform operational decisions.

Responsibilities:

• Lead ambiguous problems, designing analysis frameworks and enforcing data integrity.
• Execute high-impact projects, balancing trade-offs for maximum business value.
• Partner strategically with CX leaders, data-science teams, and tool developers.
• Apply advanced statistical methods and AI-driven anomaly detection to uncover opportunities and diagnose issues.
• Develop and scale reporting, defining data pipeline requirements and streamlining dashboards.
• Work independently, determining analytical research and resolving conflicts.
• Scale the team's best practices in data modeling and schema design, mentoring other data practitioners.
• Present complex findings effectively to technical and non-technical stakeholders.

Requirements:

• 5+ years of experience in Data Analytics, Data Engineering, or Data Governance.
• Strong SQL and Python skills, with experience querying large datasets.
• Foundation in data modeling, schema design, and data quality best practices.
• Experience building robust data reporting pipelines and ETL workflows.
• Demonstrated experience with AI-assisted analytics outputs governance.
• Clear, direct communication style.
• Comfortable working independently and managing priorities.
• Practical use of AI in analytics workflows.

Compensation: $132,210/yr to $165,263/yr in Denver, $160,000/yr to $200,000/yr in New York.

Gusto offers competitive base pay, benefits, and equity (RSUs) for all full-time employees.