Business Intelligence Analyst – Senior
Twilio
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇨🇴 Colombia
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
Tableau
About the role
- 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
Requirements
- 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
Benefits
- competitive pay
- generous time off
- ample parental and wellness leave
- healthcare
- a retirement savings program
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
quantitative analysisqualitative analysischange managementcustomer trend analysisproblem-solvingcritical thinkinganalytical skillsproject designdata reportingLanguage Models
Soft skills
communicationrelationship buildingcollaborationtroubleshootingempowermentaccountabilitycoachingtransparencyleadershipteam success