Twilio is seeking a Business Intelligence Analyst to join the Customer Experience (CX) team, focusing on the Voice of Customer (VoC) to improve products and services.
The role involves utilizing qualitative and quantitative data to identify gaps between customer expectations and actual experiences.
Responsibilities include delivering actionable recommendations to enhance the customer experience, representing the Voice of Customer in internal decision-making, and collaborating with various teams across the Communications Business Unit.
The CX team is part of the Customer Experience Operations (CX Ops) team, which ensures product supportability, drives data-driven research, manages KPIs, and optimizes business processes.
The position is remote and based in Colombia, with occasional travel required for in-person meetings.
Requirements:
A Bachelor’s degree or equivalent experience is required.
Candidates must demonstrate proficiency in conducting broad quantitative and qualitative analyses and have familiarity with operational teams and key metrics.
Proven experience in identifying root causes and facilitating change management practices to improve business outcomes is essential.
Understanding customer trends and the ability to analyze patterns and report findings to management is necessary.
A general understanding of Language Models (LLMs) such as OpenAI’s ChatGPT is required.
Experience with BI/reporting tools like Tableau, Looker, and Presto is necessary.
Outstanding troubleshooting, critical thinking, and analytical skills are required.
Candidates should prioritize team success and nurture peer development through empowerment and accountability.
Benefits:
Twilio offers competitive pay and generous time off, including ample parental and wellness leave.
Healthcare and a retirement savings program are part of the benefits package.
Employees are empowered to build positive change in their communities through support for volunteering and donation efforts.
The company promotes a culture of connection and inclusion, ensuring that all employees feel part of a vibrant team regardless of their location.
