Business Intelligence Analyst 3
See yourself at Twilio
Join the team as Twilio’s next Customer Experience Business Intelligence Analyst (P3).
About the job
This position is needed so Twilio can hear the Voice of Customer and improve our products and services. Voice of the Customer (VoC) is a term that describes customer feedback about their experiences. It focuses on customer needs, expectations, understandings, and product/service improvement. A VoC program also gives insight into customer preferences, problems, and complaints. VoC drives increased customer satisfaction and loyalty by helping Twilio identify and respond to issues.
Twilio is seeking a Business Intelligence Analyst to join our Customer Experience (CX) team. The CX team champions the Voice of Customer by owning Twilio’s Net Promoter Survey (NPS) program and by measuring the experience interacting with Twilio across the entire customer journey.
Customer Experience is part of the Customer Experience Operations (CX Ops) team. CX Ops helps ensure our products work the way our customers need (Supportability). It drives excellence through data-driven research, ROI analyses, and KPI management (Customer Intelligence). It leads process optimization, knowledge management, and AI insights for the Global Operations org (Business Process Optimization). It forecasts volume and plans needed capacity for customer facing teams (Workforce Management). It enhances customer experience through coaching and feedback (Quality Assurance).
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 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 stories
Always act and communicate in an honest, direct, and transparent wa
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:
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
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.
About the job
Apply for this position
Business Intelligence Analyst 3
See yourself at Twilio
Join the team as Twilio’s next Customer Experience Business Intelligence Analyst (P3).
About the job
This position is needed so Twilio can hear the Voice of Customer and improve our products and services. Voice of the Customer (VoC) is a term that describes customer feedback about their experiences. It focuses on customer needs, expectations, understandings, and product/service improvement. A VoC program also gives insight into customer preferences, problems, and complaints. VoC drives increased customer satisfaction and loyalty by helping Twilio identify and respond to issues.
Twilio is seeking a Business Intelligence Analyst to join our Customer Experience (CX) team. The CX team champions the Voice of Customer by owning Twilio’s Net Promoter Survey (NPS) program and by measuring the experience interacting with Twilio across the entire customer journey.
Customer Experience is part of the Customer Experience Operations (CX Ops) team. CX Ops helps ensure our products work the way our customers need (Supportability). It drives excellence through data-driven research, ROI analyses, and KPI management (Customer Intelligence). It leads process optimization, knowledge management, and AI insights for the Global Operations org (Business Process Optimization). It forecasts volume and plans needed capacity for customer facing teams (Workforce Management). It enhances customer experience through coaching and feedback (Quality Assurance).
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 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 stories
Always act and communicate in an honest, direct, and transparent wa
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:
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
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.