About the Role 

The CX Data & Insights team delivers actionable insights and streamlined reporting across Gusto’s Customer Experience teams to drive improvements in processes, performance, and tools. As a member of our team, you will drive strategy and build scalable processes to continuously improve the CX employee and customer experience.

The CX Data & Insights Team Lead - Engagement is responsible for leading and building end-to-end data solutions for our Engagement and Workforce Management teams. In this role, you’ll play a key part in transforming the customer servicing journey by delivering data on customer contacts and team efficiency. You will deeply understand what friction drives customer contacts and leverage your data storytelling skills to share across the organization. You will prioritize and align key analytics projects for your team and communicate operational insights broadly across the CX organization.

Here’s what you’ll do day-to-day:

• Be a strong voice for a data-informed point of view with our CX partners
• Support our Engagement team’s effort to transform the end-to-end customer service experience
• Build and empower a team of individual contributors
• Plan, execute, and complete data projects and provide technical leadership in a fast paced environment
• Identify key metrics and create automated dashboards to monitor and report on the health of the business
• Understand what matters most, and prioritize efficiently
• Provide quantitative insights and perform analytical deep dives to proactively identify growth opportunities and inform future learning and CX roadmaps
• Lead strategic direction for Gusto’s Engagement Data & Insights workstreams, partnering closely with CX, Product, and Data Science partners
• Leader of change management in planning and facilitating team-wide improvement to the customer and Gustie experience

Here’s what we're looking for:

• Strong SQL skills and expertise in data visualization tools (Tableau).
• Excellent communicator - able to effectively deliver findings and recommendations to non-technical stakeholders in a clear and compelling fashion.
• Strong analytical skills with proficiency in Excel and the Google Suite.
• Understanding of contact center and workforce management teams and metrics in order to deliver actionable insights to optimize impact.
• Adept at complex problem solving, judgment, critical thinking, and decision making.
• Highly organized with an emphasis on accuracy and timeliness.
• Structured thinker with sound attention to detail and accurately follows procedures.
• Ability to work independently and collaborate with others in a team environment while juggling occasional time pressures and several tasks at the same time.
• Ability to effectively communicate verbally and in writing with internal employees and external vendors/agencies at any experience level while being sensitive to professional ethics.
• Ability to work with a sense of urgency while navigating complex requirements.
• Ability to work occasionally evenings and weekends to meet deadlines.

Our cash compensation amount for this role is targeted at $133,000-$165,000 in Denver & most major metro locations. Final offer amounts are determined by multiple factors including candidate location, experience and expertise and may vary from the amounts listed above.