Business Intelligence Analyst 3

Summary

Join Twilio as a Customer Experience Business Intelligence Analyst (P3) and contribute to improving products and services by leveraging customer feedback. This role involves utilizing qualitative and quantitative data to identify root causes of customer experience gaps and deliver actionable recommendations. You will represent the Voice of Customer to internal teams, fostering collaboration across various departments. The position requires strong analytical and problem-solving skills, experience with BI tools, and a proven ability to drive change management. The role is remote and based in Colombia, with occasional travel required. Twilio offers competitive benefits, including generous time off, parental and wellness leave, healthcare, and a retirement savings program.

Requirements

• Bachelor’s degree or equivalent experience
• Demonstrated proficiency in performing broad quantitative and qualitative analyses and familiarity with operational teams & key operational metrics
• 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
• Prioritizes team success and nurtures peer development through empowerment and accountability by modeling, coaching, and caring

Responsibilities

• 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 wa

Preferred Qualifications

• Ability to take an organized and logical approach towards thinking through problems, break down complex issues into manageable parts and look beyond the obvious to get at root causes
• Ability to coordinate plans and process improvement strategies with internal stakeholders
• Ability to stand in the customer’s shoes and demonstrated dedication to the customer experience
• Ability and desire to pick up new technologies in a rapidly changing environment
• Experience with CRM systems: Salesforce, Zendesk
• Experience in telecom and familiar with communications protocols: VOIP, WebRTC, SIP, SMPP, SMTP
• Demonstrated ability to develop deep working relationships with partners both upstream/downstream
• Ability to be able to work independently or in a team environment in a global setting

Benefits

• Competitive pay
• Generous time off
• Ample parental and wellness leave
• Healthcare
• A retirement savings program