Lead CX Business Intelligence Analyst

Gusto; Denver (NY); Hybrid; USD 132,000 - 200,000; Full time

Job summary

Gusto is hiring a Business Intelligence Analyst to own the data layer supporting the Customer Experience team. You will design pipelines, data models, and dashboards to ensure trustworthy CX data and enable causal analysis of customer outcomes.

You will pair coding depth with judgment to prioritize impactful questions and deliver self-serve insights. You will work with CX leaders, data science squads, and tool developers to align on strategy, scale reporting, and propagate best practices in data

Qualifications

• 5+ years of experience in Data Analytics, Data Engineering, or Data Governance.
• Strong SQL and Python proficiency.
• Data modeling, schema design, and data quality best practices.
• Experience with Snowflake and cloud data platforms.
• Experience designing AI-assisted analytics outputs and governance. At minimum: validation standards for AI-generated code and metric definitions.
• Clear, direct communication with non-technical stakeholders.

Responsibilities

• Own data pipelines and dashboards for CX analytics.
• Lead multiple high-impact data projects with clear timelines.
• Partner with CX leaders and data teams to align on strategy.
• Apply statistical methods and AI-driven modeling to improve CX outcomes.
• Scale reporting and define DBT/Snowflake requirements.
• Mentor other data practitioners and raise data quality standards.
• Communicate findings clearly across technical and non-technical stakeholders.

Skills

SQL

Python

Data modeling

Data governance

AI in analytics

Stakeholder comms

Tools

Snowflake

Databricks

Salesforce

Job description

About the company

At the company, 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 the company 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 the company. 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:

the company'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 work directly with CX leaders to identify and scope priorities, own the foundation of pipelines, data models, and dashboards that make CX data trustworthy, and 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 the company'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, build and maintain monitoring systems, and streamline dashboards for day-to-day operation and self-serve insights.

• Independence: Independently determines analytical research, metrics and/or data products to achieve annual objectives, and 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:

• 5+ 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 modeling, schema design, and data quality best practices, with functional experience working on cloud platforms like Snowflake.

• Proven experience building and maintaining robust data reporting pipelines and ETL workflows.

• Demonstrated experience designing or operating governance for AI-assisted analytics outputs. At minimum: validation standards for AI-generated code and metric definitions, drift and source-of-truth audits on dashboards that feed operational decisions, and documented rules for when human review is non-negotiable on performance-adjacent data products. Comfort working inside an organization's AI use policy.

• Clear, direct communication style. You can explain a complex data investigation to a non-technical stakeholder in 1-2 sentences before diving into the details.

• Comfortable working independently, managing competing priorities, and driving projects forward without waiting for perfect requirements.

• Frequent, practical use of AI in analytics workflows with concrete examples (not aspirational interest). You can describe specific ways AI has changed how you scaffold pipelines, write and review code, validate data, or generate documentation, and you know where human verification is non-negotiable.

Our cash compensation amount for this role is $132,210/yr to $165,263/yr in Denver, $160,000/yr to $200,000/yr for New York. Final offer amounts are determined by multiple factors including candidate location, experience and expertise and may vary from the amounts listed above.

At the company, we don't use titles the traditional way, as a signal of rank or hierarchy. Instead, our titles describe two things at once — your craft (what you do, e.g. Engineering, Design) and your scope of ownership (what you're accountable for) — which is why you'll see something like "Head of X" instead of a rank word like "Director" that tells you neither. Because of this, the title on this posting may look different from what you'd expect based on the scope and seniority of the role, and from how similar roles are typically titled elsewhere. If you have questions about how this role compares to your current title or level, your recruiter can help translate.

the company has physical office spaces in Denver, San Francisco, and New York City. Employees who are based in those locations will be expected to work from the office on designated days approximately 2-3 days per week (or more depending on role). The same office expectations apply to all Symmetry roles, the company's subsidiary, whose physical office is in Scottsdale.

Note: The San Francisco office expectations encompass both the San Francisco and San Jose metro areas.

When approved to work from a location other than a the company office, a secure, reliable, and consistent internet connection is required. This includes non-office days for hybrid employees.

Reliable, consistent presence:

We expect regular and predictable attendance, whether you're working in-office, hybrid, or fully remote, so that you stay closely connected to your team, customers, and stakeholders in real time and ensure colleagues and customers receive the timely support and responsiveness they deserve.

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 t