Who we are
At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.
Our dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands.
See yourself at Twilio
Join the team as Twilio’s next Staff, Business Intelligence Analyst.
About the job
This role supports Twilio’s Customer Experience (CX) team by championing the Voice of Customer (VoC) program, including NPS and feedback across the customer journey. The CX Ops team ensures supportability, drives insights through data and KPIs, optimizes processes with AI, manages workforce planning, and enhances quality via coaching and feedback. The Business Intelligence Analyst will play a key role in leveraging data to improve satisfaction, loyalty, and customer outcomes.
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 way
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:
- Demonstrated proficiency in performing broad quantitative and qualitative analyses and familiarity with operational teams & key operational metrics
- Leads the design and execution of medium to large projects with feedback from other analysts
- 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
- Develop solutions for complex problems both independently and in collaboration with team members
- Works with other teams to troubleshoot/determine resolution for complex issues across team domains
- Scope ideas down to well-known and well understood parts
- Prioritizes team success and nurtures peer development through empowerment and accountability by modeling, coaching, and caring
- Bachelor’s degree or equivalent experience