Customer Experience Process Improvement Analyst at Gusto

| Greater Denver Area
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Customer Experience Insights & Operations

The CX Insights & Operations team delivers strategy, operations, and technology to wow customers with each and every interaction. As a member of our process improvement team, you will develop and implement efficient processes to help Gusto deliver an exceptional experience for our customers and lower our cost to serve in partnership with our CX leadership team.

Here’s what you’ll do: Develop our customer experience strategy to operationalize our company-wide objectives and implement processes to achieve those goals

  • Serve as strategic horsepower for Customer Experience processes
  • Hypothesis-driven problem solving for CX’s biggest operational puzzles
  • Develop future state processes and process requirements to deliver upon company objectives
  • Use a data-driven approach to recommend process improvements
  • Build and implement scalable processes from the ground up
  • Get your hands dirty and troubleshoot any issue that arises

Here’s what we’re looking for:

  • 4+ years of relevant work experience in operating roles at growing startups, biz ops roles, and/or consulting with “classical” business problem solving training. Experience in a customer service organization a plus
  • Deep empathy and obsession for delivering an amazing customer experience and for making things more efficient (“Lean Six Sigma” process improvement experience a plus)
  • Strong analytical skills. You’re an Excel ninja with the ability to tell stories through data and make bold recommendations
  • You possess the tactical skills to make change happen. Demonstrated ability to collaborate with business partners, hold workshops, manage projects and deliver on goals
  • 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
  • Experience leading a team


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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Technology we use

  • Engineering
    • JavascriptLanguages
    • RubyLanguages
    • ReactLibraries
    • ReduxLibraries
    • Ruby on RailsFrameworks


1201 16th St, Suite 350 , Denver, CO 80202

What are Gusto Perks + Benefits

Gusto Benefits Overview

We believe in taking care of you...

In order to do the best work of your life, it is important that you are valued and taken care of. At Gusto, we value our employees above all else and are committed to continually seeking out new ways to foster their well-being. Our values drive how we work and also how we design our benefits program.

Volunteer in local community
Friends outside of work
Eat lunch together
Pair programming
Open office floor plan
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Someone's primary function is managing the company’s diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
Company Equity
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Relocation Assistance
Fitness Subsidies
Professional Development Benefits
Diversity Program
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