Business Intelligence Analyst 3

See yourself at Twilio

Join the team as Twilio’s next Customer Experience Business Intelligence Analyst!

Who we are & why we’re hiring

Twilio powers real-time business communications and data solutions that help companies and developers worldwide build better applications and customer experiences.

Although we're headquartered in San Francisco, we have presence throughout South America, Europe, Asia and Australia. We're on a journey to becoming a global company that actively opposes racism and all forms of oppression and bias. At Twilio, we support diversity, equity & inclusion wherever we do business.

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 to 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 what you observe to the management team in order 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

• Prioritizes team success and nurtures peer development through empowerment and accountability by modeling, coaching, and caring

Desired:

• Ability to take an organized and logical approach towards thinking through problems, break down complex issues into manageable parts and look 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 familiar with communications protocols: VOIP, WebRTC, SIP, SMPP, SMTP

• Demonstrated ability to develop deep working relationships with partners both upstream/downstream.

• Ability to be able 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!

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

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