Senior Data Intelligence Analyst - Customer Experience

BILL; United States; On-site; USD 150,000 - 210,000; Full time

Job summary

BILL is seeking a senior CX data analytics leader to turn rich operational data into actionable intelligence that informs CX strategy and day-to-day decisions. You will design analytics that monitor health, reduce friction, and improve retention at scale, partnering with product, data, and engineering teams.

You will build dashboards and self-serve tools for CXO leaders, apply AI/LLM techniques to automate tasks, and define health metrics to guide investments and interventions.

Qualifications

• Strong SQL and experience with large, complex datasets in modern data warehouses/BI environments.
• Experience building analytical models, dashboards, or intelligence solutions with measurable impact on CX/operations.
• Familiarity with AI/ML or LLM approaches and applying them to real-world CX problems.
• Ability to translate complex analyses into clear stories and recommendations for non-technical stakeholders.
• Proactive, ownership-oriented mindset with cross-team collaboration experience.

Responsibilities

• Lead the design and development of CX data intelligence solutions, including AI-powered insight agents.
• Analyze customer journeys and operational metrics to identify friction points and churn risks.
• Build and maintain dashboards and self-service tools for CXO leaders with visibility into performance and trends.
• Partner with operations, product, data, and engineering to translate insights into roadmaps and experiments.
• Define CX health and retention metrics to guide investment decisions.
• Apply advanced analytics to automate classification and surface emerging themes.
• Establish best practices for data quality, documentation, and governance across CX analytics assets.

Skills

SQL

Data Warehousing

BI Tools

Analytics Modeling

Job description

Make your impact within a rapidly growing Fintech Company

As part of BILL’s CXO organization, this role sits at the heart of how we understand and improve the customer experience at scale. You will turn our rich operational data and emerging agentic AI capabilities into clear, actionable intelligence that shapes strategy and day-to-day decision-making across CX operations. This is a high-visibility opportunity to build the next generation of CX intelligence, reduce customer friction, and unlock new levels of retention and workforce efficiency.

Responsibilities:

• Lead the design and development of CX data intelligence solutions, including agentic AI “insight agents” that monitor operational health and recommend actions.
• Analyze customer journeys, contact drivers, and operational metrics to identify friction points, churn risks, and opportunities to improve customer and agent experiences.
• Build and maintain dashboards, reports, and self-service tools that provide CXO leaders with clear visibility into performance, trends, and forecasted outcomes.
• Partner closely with CX operations, support, product, data, and engineering teams to translate insights into prioritized roadmaps, process changes, and experiments.
• Define and refine CX health and retention metrics (e.g., segment-level health scores, leading indicators) that guide investment and intervention decisions.
• Apply advanced analytics, including AI/LLM-powered techniques where appropriate, to automate classification, surface emerging themes, and reduce manual analysis.
• Establish and uphold best practices for data quality, documentation, and governance across CXO analytics assets.

We’d love to chat if you have:

• Strong proficiency in SQL and experience working with large, complex datasets in modern data warehouse and BI environments.
• Hands-on experience building analytical models, dashboards, or intelligence solutions that drive measurable impact in customer experience, operations, or similar domains.
• Familiarity with AI, machine learning, or LLM-based approaches and a passion for applying them to real-world CX and operational problems.
• Exceptional ability to translate complex analysis into clear, compelling stories and recommendations for non-technical stakeholders.
• A proactive, ownership-oriented mindset, with a track record of collaborating across teams to move from insight to execution.

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.