Senior Analytics Engineer, Customer Experience

About Gusto

At Gusto were on a mission to grow the small business economy. We handle the hard stufflike payroll health insurance 401(k)s and HRso owners can focus on their craft and customers. With teams in Denver San Francisco and New York were proud to support more than 400000 small businesses across the country and were building a workplace that represents and celebrates the customers we serve. Learn more about our Total Rewards philosophy.

About the Role:

Gustos Customer Experience team is evolving how we serve small businesses launching new service models migrating telephony platforms and building data infrastructure to support it all. Were looking for a Senior Analytics Engineer to own the data layer that makes this possible.

This isnt a typical analyst role. Youll spend roughly half your time building and refining ELT pipelines (new API integrations telephony data evolving process data) and the other half translating that data into dashboards metrics and insights that CX leaders use to make decisions. Youll be the data engineering lead for CX partnering with our centralized Data Engineering team while driving the priorities definitions and architecture for CX-specific data.

About the Team:

The CX Data & Insights team provides the analytical backbone for Gustos Customer Experience organization. We build scalable reporting define operational metrics and partner with CX leaders to turn data into action. Youll work alongside analysts workforce management and support partners data science and engineering teams and youll have a seat at the table when decisions are being made about how we measure and improve the customer experience.

Heres what youll do day-to-day:

• Design build and maintain ELT pipelines for CX data sources including new API integrations and evolving operational processes.
• Lead CX data engineering workstreams in close partnership with the centralized Data Engineering team. You set the priorities and define whats needed; they help you scale it.
• Navigate messy conflicting data sources (yes there will be 50 tables that dont agree) to establish reliable sources of truth and well-documented metric definitions.
• Build and maintain data models that support forecasting capacity planning agent performance and service-level tracking.
• Develop and maintain automated dashboards and reports for day-to-day operations and executive readouts.
• Conduct deep-dive analyses to uncover growth opportunities diagnose performance issues and shape CX strategy.
• Translate complex findings into clear concise recommendations lead with the conclusion then show the work.
• Partner directly with CX leaders to define what we should measure why it matters and how to act on it.

Heres what were looking for:

• 4 years of experience in Data Analytics Data Engineering or Data Governance
• Proficient in SQL and Python capable of querying and analyzing large datasets with ease.
• Strong analytical skills with the ability to interpret complex data and provide actionable insights.
• Proven ability to work with messy undocumented data: reconciling conflicting sources defining metrics from scratch and documenting your decisions and trade-offs along the way.
• Clear direct communication style. You can explain a complex data investigation to a non-technical stakeholder in 12 sentences before diving into the detail.
• Comfortable working independently managing competing priorities and driving projects forward without waiting for perfect requirements.

Our cash compensation amount for this role is $132210/yr to $165263/yr in Denver & most major metro locations and $160000/yr to $200000/yr for San Francisco & New York. Final offer amounts are determined by multiple factors including candidate location experience and expertise and may vary from the amounts listed above.

Gusto 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 Gustos 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 Gusto office a secure reliable and consistent internet connection is required. This includes non-office days for hybrid employees.

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 its 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 at Gusto.

Gusto 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. Gusto considers qualified applicants with criminal histories consistent with applicable federal state and local law. Gusto is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. We want to see our candidates perform to the best of their ability. If you require a medical or religious accommodation at any time throughout your candidate journey please fill out this form and a member of our team will get in touch with you.

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