Join the team as Twilio's next Customer Experience Business Intelligence Analyst!
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About the job
Twilio is seeking a Business Intelligence Analyst to join our Customer Experience (CX) team. The CX team is part of the Customer Intelligence team, which drives excellence through in-depth analysis, process improvements, and quality assurance to improve experience and increase revenue.
The Efficiency Operations organization creates automation and business efficiencies across Twilio's communications channels, and this role will primarily focus on providing system improvement opportunities by reviewing feedback, understanding issues, and working cross-functionally to close customer-impacting gaps. The ideal candidate should have an interest in digging deep but should also be able to zoom out and look at the larger picture. They will use quantitative and qualitative data to unearth friction points, identify root causes, and share the customer perspective in context.
Responsibilities
In this role, you'll:
- 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.
- 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 understanding, develop roadmaps, and provide timely solutions.
- Always act and communicate in an honest, direct, and transparent way.
Qualifications
Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply. While having "desired" qualifications make for a strong candidate, we encourage applicants with alternative experiences to also 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:
- Bachelor's degree or equivalent experience.
- Demonstrated proficiency in performing broad quantitative and qualitative analyses and familiarity with operational teams & key operational metrics.
- 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 betterments, and reporting observations to the management team to 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.
- Prioritizes team success and nurtures peer development through empowerment and accountability by modeling, coaching, and caring.
- Ability to take an organized and logical approach towards thinking through problems, breaking down complex issues into manageable parts and looking beyond the obvious to get at root causes.
- Ability to coordinate plans and process improvement strategies with internal stakeholders.
- Ability to stand in the customer's shoes and demonstrated dedication to the customer experience.
- Ability and desire to pick up new technologies in a rapidly changing environment.
- Experience with CRM systems: Salesforce, Zendesk.
- Experience in telecom and familiarity with communications protocols: VOIP, WebRTC, SIP, SMPP, SMTP.
- Demonstrated ability to develop deep working relationships with partners both upstream and downstream.
- Ability to work independently or in a team environment in a global setting.
Location
This role will be remote and based in Colombia, providing support to the US West Coast (9am to 6pm Pacific Time).
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
There are many benefits to working at Twilio, including, in addition to competitive pay, things like 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. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.
So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now!
Twilio is proud to be an equal opportunity employer. Twilio is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon 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 applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified Applicants with arrest or conviction records will be considered for Employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.
Twilio is 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, please contact us at
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