Gusto
Gusto simplifies HR, payroll & benefits for modern businesses.
Denver, CO
Hybrid

Customer Experience Insights & Operations Analyst

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Customer Experience Insights & Operations Analyst

San Francisco, CA or Denver, CO

The CX Insights & Operations team delivers strategy, operations, and technology to wow customers with each and every interaction. As a member of our team, you will drive strategy and build scalable processes for our world class customer experience, in partnership with our CX leadership team.

This role provides a unique opportunity in that you will support and help shape a rapidly growing and strategically important segment of our business. Candidates should align with our company values, be highly self-motivated to drive results, and have a insatiable desire to learn and grow to solve the business problems they face. 

Here’s what you’ll do day to day: 

    • Business Analytics: Partner with our other CX I&O team members and Finance team to develop CX metrics and forecasts. Provide business insights and recommendations based on data that will drive our strategy
    • Day-to-day support of the CX program: Provide day-to-day support and thought partnership to our Head of CX and CX Operators, including ad hoc decision making support, reporting and analyses, cross-functional collaboration and one-off projects.
    • Cross-Functional Partnerships: Partner effectively with CX leadership, Finance & Business Operations, Data, and Business Intelligence teams.
    • Productivity & Enablement: Develop processes, best practices, and metrics / analytics to enable CX teams and manager productivity and scalability. 
    • Problem-solving: Use data to identify trends and pinpoint the drivers behind them. Use hypothesis-driven problem solving for CX’s biggest puzzles.
    • Manage Projects: Develop and manage project plans for company-wide initiatives


Here’s what we’re looking for:

  • 3+ years of highly analytical experience in operating roles ideally at growing startups, biz ops roles, and/or consulting
  • Experience at a fast-paced technology company preferred.
  • Experience in a customer service organization a plus.
  • Thorough experience analyzing data to drive insights and decision-making.
  • Strong analytical skills. You’re an excel ninja with the ability to tell stories through data and make bold recommendations.
  • Proficiency in writing SQL queries is required.
  • Deep experience with analytical tools (e.g. SQL, Tableau, or Excel).
  • Strong organization and prioritization skills: intense attention to detail.
  • True passion for the customer: you creatively seek ways to delight them.
  • Fast learner who adapts well to a fast-moving environment and gets things done.
  • Deep empathy and obsession for delivering an amazing customer experience and for making things more efficient (“Lean Six Sigma” process improvement experience a plus)
  • You thrive in fast-paced, get-stuff-done environments - and can easily juggle multiple priorities and projects
  • Strong and empathetic business partner 
  • Executive written and verbal communication, and ability to influence senior leaders


ABOUT GUSTO

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 a modern, online people platform that helps small businesses take care of their teams. On top of full-service payroll, Gusto offers health insurance, 401(k)s, expert HR, and team management tools. Today, Gusto offices in Denver, San Francisco, and New York serve more than 100,000 businesses nationwide.

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What are Gusto Perks + Benefits

Gusto Benefits Overview

Taking care of our people is just as important as taking care of our customers. We offer competitive total compensation packages with an emphasis on equity, along with many other great benefits, some of which are included below!

Medical, dental, and vision:
Comprehensive medical, dental, and vision benefits, plus a variety of mental health resources.

Time off:
Gusties are encouraged to take the time off they need to continue doing great work.

Inclusive healthcare:
Fertility benefits, parental leave, pregnancy termination, caregiving, gender-affirming surgery, hormone treatments, transgender-inclusive services, and more.

Free meals and refreshments:
If you work at one of our offices, enjoy food, drinks, and snacks— on us. Conversation and community is an added bonus!

Sabbaticals:
Celebrate 5 or 10 years at Gusto and take a month off to recharge.

Stipends:
Take advantage of monthly internet, phone, and wellness stipends. Enjoy commuter or remote work stipends, along with and cash for your Gusto anniversaries!

Culture
Open office floor plan
Employee resource groups
Quarterly engagement surveys
Hybrid work model
Remote work program
Gusto hires in various locations across the United States, including some specific remote locations. Gusto offices operate on a hybrid model, including some work from home days each week.
Diversity
Dedicated diversity and inclusion staff
Diversity employee resource groups
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Mental health benefits
Transgender health care benefits
Abortion travel benefits
Financial & Retirement
401(K)
Company equity
Child Care & Parental Leave Benefits
Generous parental leave
Family medical leave
Adoption Assistance
Fertility benefits
Gusto provides a benefit designed to support your unique parenthood journey. The benefit is not health insurance, but rather provides resources to make family forming more accessible to everyone.
Vacation & Time Off Benefits
Generous PTO
Paid volunteer time
Sabbatical
Paid holidays
Paid sick days
Bereavement leave benefits
Office Perks
Commuter benefits
Free daily meals
If you work at one of our offices, enjoy food, drinks, and snacks— on us.
Free snacks and drinks
Fitness stipend
Home-office stipend for remote employees
Mother's room
Professional Development Benefits
Lunch and learns
Promote from within

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