Business Intelligence Analyst 4

Job description

Overview

At Twilio, we’re shaping the future of communications, all from the comfort of our homes.

We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.

Our remote-first work culture emphasizes connection and global inclusion, so you’re part of a vibrant team with diverse experiences making a global impact each day.

Your career at Twilio is in your hands.

See yourself at Twilio

Join the team as Twilio’s next Staff, Business Intelligence Analyst.

About the job

This role supports Twilio’s Customer Experience (CX) team by championing the Voice of Customer (VoC) program, including NPS and feedback across the customer journey.

The CX Ops team ensures supportability, drives insights through data and KPIs, optimizes processes with AI, manages workforce planning, and enhances quality via coaching and feedback.

The Business Intelligence Analyst will play a key role in leveraging data to improve satisfaction, loyalty, and customer outcomes.

Responsibilities

• Utilize qualitative and quantitative data to determine root causes for gaps in customer expectations and actual experiences
• Deliver actionable, scalable recommendations (e.g. people/org, process, infrastructure) to improve the end-to-end experience for customers in a monthly status update and in quarterly reporting
• Represent Voice of Customer to assist internal teams with prioritization and decision-making
• Interact extensively across the Communications BU, including engineering, product, program, analytics, and systems teams
• Develop relationships with upstream and downstream teams to ensure awareness, gather input, and tell an accurate/holistic story
• Always act and communicate in an honest, direct, and transparent way

Qualifications

Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply.

If your career is just starting or hasn’t followed a traditional path, don’t let that stop you from considering Twilio.

We are always looking for people who will bring something new to the table!

Required:

• Demonstrated proficiency in performing broad quantitative and qualitative analyses and familiarity with operational teams & key operational metrics
• Leads the design and execution of medium to large projects with feedback from other analysts
• Proven experience in working with business units to identify underlying root causes, and facilitating change management practices to improve business outcomes
• Understanding customer trends, analyzing patterns, driving improvements and reporting what you observe to the management team to better improve our support process
• General understanding and comfort working with Language Models (LLMs) such as OpenAI’s ChatGPT
• Experience with BI/reporting tools: Tableau, Looker, and Presto
• Outstanding troubleshooting, critical thinking, and analytical skills
• Develop solutions for complex problems independently and with team members
• Works with other teams to troubleshoot/determine resolution for complex issues across team domains
• Scope ideas down to well-known and well understood parts
• Prioritizes team success and nurtures peer development through empowerment and accountability by modeling, coaching, and caring
• Bachelor’s degree or equivalent experience
• Ability to take an organized and logical approach towards thinking through problems, break down complex issues into manageable parts and identify root causes
• Ability to coordinate plans and process improvement strategies with internal stakeholders
• Empathy for the customer experience
• Ability and desire to pick up new technologies in a rapidly changing environment
• Proficient across a diverse set of systems (applications, subsystems, workflows) including Salesforce and Zendesk
• Experience in telecom and familiarity with communications protocols: VOIP, WebRTC, SIP, SMPP, SMTP
• Demonstrated ability to develop deep working relationships with partners upstream/downstream
• Ability to work independently or in a team environment in a global setting
• Operates at the team level with measurable cross-team impact within the BU; planning horizon and accountability 6-9 months
• Uses collaborative techniques to work expeditiously through issues with other teams and within the team; de-escalating disagreements and orchestrating resolutions

Location

This role will be remote, and based in Colombia.

Travel

We prioritize connection and opportunities to build relationships with our customers and each other.

For this role, you may be required to travel occasionally to participate in project or team in-person meetings.

What We Offer

Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more.

Offerings vary by location.

Twilio thinks big.

Do you?

We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things.

We seek colleagues who embody our values — Twilio Magic.

We empower employees to build positive change in their communities by supporting volunteering and donation efforts.

If this role isn’t what you’re looking for, please consider other open positions.

Twilio is proud to be an equal opportunity employer.

We do not discriminate based on race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other legally protected characteristics.

We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.

Twilio participates in the E-Verify program in certain locations, as required by law.

Required Skill Profession

Other General