Lead CX Business Intelligence Analyst

About this role

Own the data foundations and analytics that support Gusto’s evolving Customer Experience operations. Build reliable pipelines, models, monitoring, and dashboards, then apply statistical methods and AI-assisted analysis to guide CX decisions and improve customer outcomes.

About the company

Gusto is a digital platform that provides payroll, benefits, and human resource management solutions for small to medium-sized businesses. The company focuses on simplifying HR processes and ensuring compliance, while also offering tools for employee engagement and retirement planning.

The team

CX Data and Insights, the analytical backbone of Gusto’s Customer Experience organization.

Stack

What you'll do

• Partner with CX leaders and technical teams to scope priorities and align on strategy.
• Build and maintain data pipelines, models, monitoring, and operational dashboards.
• Apply statistical analysis and AI-driven anomaly detection to investigate performance and customer outcomes.
• Establish data-integrity policies, metrics, and sources of truth across conflicting data sources.
• Improve data modeling, schema design, data quality, and analytics practices; mentor other practitioners.
• Communicate findings clearly to technical and non-technical stakeholders.

What we're looking for

• 5+ years of experience in data analytics, data engineering, or data governance.
• Strong SQL and Python skills for analyzing large datasets.
• Experience with data modeling, schema design, data quality, and cloud platforms such as Snowflake.
• Experience building and maintaining reporting pipelines and ETL workflows.
• Experience governing AI-assisted analytics, including validation, audits, and rules for human review.
• Practical experience using AI in analytics workflows and sound judgment about when human verification is essential.
• Clear communication and ability to independently manage priorities and ambiguous projects.

Benefits

• Equity in the form of RSUs