Business Intelligence Analyst 3

Who we are

At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.

Our dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands.

See yourself at Twilio

Join the team as Twilio’s next Customer Experience Business Intelligence Analyst (P3).

About the job

This position is needed so Twilio can hear the Voice of Customer and improve our products and services. Voice of the Customer (VoC) is a term that describes customer feedback about their experiences. It focuses on customer needs, expectations, understandings, and product/service improvement. A VoC program also gives insight into customer preferences, problems, and complaints. VoC drives increased customer satisfaction and loyalty by helping Twilio identify and respond to issues.

Twilio is seeking a Business Intelligence Analyst to join our Customer Experience (CX) team. The CX team champions the Voice of Customer by owning Twilio’s Net Promoter Survey (NPS) program and by measuring the experience interacting with Twilio across the entire customer journey.

Customer Experience is part of the Customer Experience Operations (CX Ops) team. CX Ops helps ensure our products work the way our customers need (Supportability). It drives excellence through data-driven research, ROI analyses, and KPI management (Customer Intelligence). It leads process optimization, knowledge management, and AI insights for the Global Operations org (Business Process Optimization). It forecasts volume and plans needed capacity for customer facing teams (Workforce Management). It enhances customer experience through coaching and feedback (Quality Assurance).

Responsibilities

In this role, you’ll:

• 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

Qualifications

Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!

Required:

• 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

Desired:

• 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

Location

This role will be remote, and based in Colombia

Travel

We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings.

What We Offer

Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.

Twilio thinks big. Do you?

We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.

So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn't what you're looking for, please consider other open positions.

Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.

Twilio is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please contact us at accommodations@twilio.com.