CX Business Intelligence Analyst

Rozgoo; Denver (CO); On-site; USD 100,000 - 140,000; Full time

Job summary

Gusto is seeking a Business Intelligence Analyst to own the data layer that makes CX data trustworthy and self-serve, building pipelines, models, and dashboards to answer questions about customer outcomes.

You will work with CX leaders, cross-functional data-science teams, and data engineering to align on strategy, applying statistical methods and AI-driven anomaly detection to shape CX strategy and operational decisions. The role emphasizes independent work and rigorous data practices.

Qualifications

• 3+ years of experience in Data Analytics, Data Engineering, or Data Governance.
• Strong SQL and Python proficiency, capable of querying and analyzing large datasets with ease.
• Strong foundation in data mo

Responsibilities

• Lead ambiguous problems, design analysis and measurement frameworks, and establish data policies within your domain.
• Deliver multiple high-impact projects, balance trade-offs to maximize business value, and define deliverables and timelines.
• Partner with CX leaders, cross-functional data-science teams, tool developers (e.g. Salesforce), and data engineering to align on strategy.
• Apply advanced statistical methods and AI-driven anomaly detection to uncover opportunities, diagnose performance issues, and shape CX strategy.
• Define DBT and Snowflake data pipeline requirements for evolving CX data sources, and build/maintain monitoring systems and streamlit dashboards for day-to-day operations and self-serve insights.
• Work with minimal guidance to prioritize, create, and deliver data projects, proactively resolving conflicts across stakeholders.
• Up-level data modeling and schema design, expand toolsets (Databricks for AI-augmented modeling and anomaly detection) to accelerate CX outcomes, improve data quality and adoption of capabilities.
• Present complex findings in a structured, compelling way to technical and non-technical stakeholders, fostering a data-informed mindset across the company.

Skills

SQL

Python

Data modeling

Tools

dbt

Snowflake

Streamlit

Databricks

Job description

About Gusto

At Gusto, we're on a mission to grow the small business economy. We handle the hard stuff — payroll, health insurance, 401(k)s, and HR — so owners can focus on their craft and their customers. With teams in Denver, San Francisco, and New York, we support more than 500,000 small businesses nationwide and are building a workplace that reflects the people we serve.

All full-time employees receive competitive base pay, benefits, and equity (RSUs) — because everyone who helps build Gusto should share in its success. Offer amounts are determined by role, level, and location. Learn more about our Total Rewards philosophy.

AI is a fundamental part of how work gets done at Gusto. We expect all team members to actively engage with AI tools relevant to their role and grow their fluency as the technology evolves. AI experience requirements vary by role and will be assessed during the interview process.

About the Role:

Gusto's Customer Experience team is changing how we serve small businesses: new service models, a telephony platform migration, and the data infrastructure to support both. We are hiring a Business Intelligence Analyst to own the data layer that makes this work.

You will build the pipelines, models, and dashboards that make CX data trustworthy and self-serve, then use that foundation to answer causal questions about what actually moves customer outcomes. The strongest candidates pair real coding and statistical depth with the judgment to know which question is worth answering.

About the Team:

CX Data and Insights is the analytical backbone of Gusto's Customer Experience organization. We define the metrics CX leaders run the business on, and we produce the analysis that shapes operational roadmap decisions.

Here’s what you’ll do day-to-day:

• Lead: Own ambiguous problems, design analysis and measurement frameworks, and introduce policies and practices by which data integrity is monitored and enforced within your domain.
• Execution: Deliver multiple high-impact projects, balancing trade-offs to maximize business value, and maintain clear expectations of deliverables and timelines.
• Strategic Partnership: Partner with CX leaders, cross-function data-science teams, tool developers (i.e. Salesforce), and data engineering to align on strategy.
• Analytical Rigor: Apply advanced statistical methods and AI-driven anomaly detection to proactively uncover opportunities, diagnose performance issues, and shape CX strategy, separating signal from noise. Navigate messy, conflicting data sources to establish reliable sources of truth. Use AI to accelerate hypothesis generation, code drafting, cross-source reconciliation, validation, and build agents to automate repetitive tasks.
• Develop and scale reporting: define DBT and Snowflake data pipeline requirements for evolving CX data sources, and build and maintain monitoring systems and streamlit dashboards for day-to-day operation and self-serve insights.
• Independence: Work with minimal guidance to prioritize, create, and deliver data projects, proactively resolving conflicts or misalignment across stakeholders.
• Scale the Craft: Up-level the team’s best practices in data modeling and schema design, expand our toolsets (e.g., Databricks for AI-augmented modeling and anomaly detection) where they accelerate CX outcomes, drive improvements in data quality, rigor, and adoption of better data capabilities, and mentor other data practitioners.
• Communication: Present complex findings in a structured, compelling way to technical and non-technical stakeholders, fostering a data-informed mindset across the company.

Here’s what we're looking for:

• 3+ years of experience in Data Analytics, Data Engineering, or Data Governance.
• Strong SQL and Python proficiency, capable of querying and analyzing large datasets with ease.
• Strong foundation in data mo