Job description
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 Staff, Business Intelligence Analyst.
About the job
This role supports Twilio’s Customer Experience (CX) team by championing the Voice of Customer (VoC) program, including NPS and feedback across the customer journey. The CX Ops team ensures supportability, drives insights through data and KPIs, optimizes processes with AI, manages workforce planning, and enhances quality via coaching and feedback. The Business Intelligence Analyst will play a key role in leveraging data to improve satisfaction, loyalty, and customer outcomes.
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 way
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:
- 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
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 empathize with the customer experience
- Ability and desire to pick up new technologies in a rapidly changing environment
- Proficient across a highly diverse set of systems (applications, subsystems, workflows) including Salesforce and 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
- Operates at the team level, with measurable cross-team impact within the BU. Planning horizon and accountability 6-9 months
- Use collaborative techniques to work expeditiously through issues with other teams and within the team; de-escalating disagreements and orchestrating resolutions
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.
