Lead CX Business Intelligence Analyst

About Gusto

At Gusto, we're on a mission to grow the small business economy. We handle the hard stuff — payroll, health insurance, 401(k)s, and HR — so owners can focus on their craft and their customers. With teams in Denver, San Francisco, and New York, we support more than 500,000 small businesses nationwide and are building a workplace that reflects the people we serve.

All full-time employees receive competitive base pay, benefits, and equity (RSUs) — because everyone who helps build Gusto should share in its success. Offer amounts are determined by role, level, and location. Learn more about our Total Rewards philosophy.

AI is a fundamental part of how work gets done at Gusto. We expect all team members to actively engage with AI tools relevant to their role and grow their fluency as the technology evolves. AI experience requirements vary by role and will be assessed during the interview process.

About the Role:

Gusto's Customer Experience team is changing how we serve small businesses: new service models, a telephony platform migration, and the data infrastructure to support both. We are hiring a Business Intelligence Analyst to own the data layer that makes this work.

You will work directly with CX leaders to identify and scope priorities, own the foundation of pipelines, data models, and dashboards that make CX data trustworthy, and use that foundation to answer causal questions about what actually moves customer outcomes. The strongest candidates pair real coding and statistical depth with the judgment to know which question is worth answering.

About the Team:

CX Data and Insights is the analytical backbone of Gusto's Customer Experience organization. We define the metrics CX leaders run the business on, and we produce the analysis that shapes operational roadmap decisions.

Here’s what you’ll do day-to-day:

• Lead: Own ambiguous problems, design analysis and measurement frameworks, and introduce policies and practices by which data integrity is monitored and enforced within your domain.
• Execution: Deliver multiple high-impact projects, balancing trade-offs to maximize business value, and maintain clear expectations of deliverables and timelines.
• Strategic Partnership: Partner with CX leaders, cross-function data-science teams, tool developers (i.e. Salesforce), and data engineering to align on strategy.
• Analytical Rigor: Apply advanced statistical methods and AI-driven anomaly detection to proactively uncover opportunities, diagnose performance issues, and shape CX strategy, separating signal from noise. Navigate messy, conflicting data sources to establish reliable sources of truth. Use AI to accelerate hypothesis generation, code drafting, cross-source reconciliation, validation, and build agents to automate repetitive tasks.
• Develop and scale reporting: Define DBT and Snowflake data pipeline requirements for evolving CX data sources, build and maintain monitoring systems, and streamline dashboards for day-to-day operation and self-serve insights.
• Independence: Independently determines analytical research, metrics and/or data products to achieve annual objectives, and proactively resolving conflicts or misalignment across stakeholders.
• Scale the Craft: Up-level the team’s best practices in data modeling and schema design, expand our toolsets (e.g., Databricks for AI-augmented modeling and anomaly detection) where they accelerate CX outcomes, drive improvements in data quality, rigor, and adoption of better data capabilities, and mentor other data practitioners.
• Communication: Present complex findings in a structured, compelling way to technical and non-technical stakeholders, fostering a data-informed mindset across the company.

Here’s what we're looking for:

• 5+ years of experience in Data Analytics, Data Engineering, or Data Governance.
• Strong SQL and Python proficiency, capable of querying and analyzing large datasets with ease.
• Strong foundation in data modeling, schema design, and data quality best practices, with functional experience working on cloud platforms like Snowflake.
• Proven experience building and maintaining robust data reporting pipelines and ETL workflows.
• Demonstrated experience designing or operating governance for AI-assisted analytics outputs. At minimum: validation standards for AI-generated code and metric definitions, drift and source-of-truth audits on dashboards that feed operational decisions, and documented rules for when human review is non-negotiable on performance-adjacent data products. Comfort working inside an organization's AI use policy.
• Clear, direct communication style. You can explain a complex data investigation to a non-technical stakeholder in 1-2 sentences before diving into the details.
• Comfortable working independently, managing competing priorities, and driving projects forward without waiting for perfect requirements.
• Frequent, practical use of AI in analytics workflows with concrete examples (not aspirational interest). You can describe specific ways AI has changed how you scaffold pipelines, write and review code, validate data, or generate documentation, and you know where human verification is non-negotiable.

Our cash compensation amount for this role is $132,210/yr to $165,263/yr in Denver, $160,000/yr to $200,000/yr for New York. Final offer amounts are determined by multiple factors including candidate location, experience and expertise and may vary from the amounts listed above.

At Gusto, we don't use titles the traditional way, as a signal of rank or hierarchy. Instead, our titles describe two things at once — your craft (what you do, e.g. Engineering, Design) and your scope of ownership (what you're accountable for) — which is why you'll see something like "Head of X" instead of a rank word like "Director" that tells you neither. Because of this, the title on this posting may look different from what you'd expect based on the scope and seniority of the role, and from how similar roles are typically titled elsewhere. If you have questions about how this role compares to your current title or level, your recruiter can help translate.

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.

Reliable, consistent presence: We expect regular and predictable attendance, whether you're working in-office, hybrid, or fully remote, so that you stay closely connected to your team, customers, and stakeholders in real time and ensure colleagues and customers receive the timely support and responsiveness they deserve.

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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