CX Data Analyst

About 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 200,000 businesses nationwide.

Our mission is to create a world where work empowers a better life, and it starts right here at Gusto. That’s why we’re committed to building a collaborative and inclusive workplace, both physically and virtually. Learn more about our Total Rewards philosophy.

The CX Data & Insights team supports the Customer Experience Org with advanced and predictive analytics to derive insights that are biased for action. 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. In this role, you will create and manage data insights, visualizations, and models to run and change the CX business.

Here’s what you’ll do day-to-day:

• Manage deep-dive analysis projects supporting our CX initiatives and make recommendations for improving our service delivery model.
• Build and deploy models to support customer intelligence and customer health initiatives.
• Advise CX Leadership on defining hypotheses, key metrics, and experimental design to support business decisions.
• Work cross-functionally as a CX data expert with CX Leadership, Business Intelligence, Finance, and Insights & Operations teams to solve business puzzles, better the customer experience, and improve key performance indicators.
• Develop tailored dashboards for our Customer Experience Productivity and Coaching Metrics.

Here’s what we're looking for:

• 3+ years of relevant work experience as a data analyst. 
• Proficiency in SQL is required
• Familiarity with Python or R preferred
• Advanced Excel / GSheets user
• Problem solver: first principle thinker and comfortable making recommendations based on data & analysis.
• Experience in an operational role within Biz preferred (CX, Sales, or Marketing) 
• Strong written + verbal communication skills. Able to effectively communicate with both technical and non-technical teams and communicate findings and recommendations to various stakeholders.
• Passionate about researching customer issues, data, and promoting a data-informed approach to improving the customer experience to CX Gusties.
• Experience supporting analysis projects to drive decision-making. 
• Strong organization and prioritization skills: intense attention to detail.
• Fast learner who adapts well to a fast-moving environment and gets things done.
• You thrive in fast-paced, get-stuff-done environments - and can easily juggle multiple priorities and projects.

Our cash compensation amount for this role is targeted at $112,000-$128,00 in Denver & most remote locations. Final offer amounts are determined by multiple factors, including candidate experience and expertise, and may vary from the amount listed above.

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 with us. 

Our company is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. Our company considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. We are also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at accommodations@gusto.com.