Lead CX Business Intelligence Analyst

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About Gusto

At Gusto, we're on a mission to grow the small business economy. We handle the hard stuff—like payroll, health insurance, 401(k)s, and HR—so owners can focus on their craft and customers. With teams in Denver, San Francisco, and New York, we’re proud to support more than 400,000 small businesses across the country, and we’re building a workplace that represents and celebrates the customers we serve. Learn more about our Total Rewards philosophy.

About the Role:

Gusto’s 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. We’re looking for a Senior Analytics Engineer to own the data layer that makes this possible.

This isn’t a typical analyst role. You’ll 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. You’ll 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 Gusto’s Customer Experience organization. We build scalable reporting, define operational metrics, and partner with CX leaders to turn data into action. You’ll work alongside analysts, workforce management and support partners, data science and engineering teams — and you’ll have a seat at the table when decisions are being made about how we measure and improve the customer experience.

Here’s what you’ll 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 what’s needed; they help you scale it.
• Navigate messy, conflicting data sources (yes, there will be 50+ tables that don’t 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.

Here’s what we're 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 1–2 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 $132,210/yr to $165,263/yr in Denver & most major metro locations, and $160,000/yr to $200,000/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, Gusto's 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 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 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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