CX Transformation Data Analyst

About the Role:

As a Transformation Data Analyst on the Customer Experience Data and Insights Team, you will use data to drive strategic decisions and measure the impact of key programs. You'll provide timely insights for decision-makers, ensuring data accuracy, clear documentation, and effective visualization. The ideal candidate excels in SQL, data storytelling, and creative problem-solving to support small businesses.

About the Team:

You will collaborate with CX Platform, Program Management, Process Improvement, and Product Operations teams to define and track key metrics, assessing the impact of our programs on business performance and customer feedback. You will conduct in-depth analyses of Payroll, Benefits, and HR data to generate actionable insights. You will also drive strategy and build scalable processes to continuously improve the CX employee and customer experience.

Here’s what you’ll do day-to-day:

• Data Thought Partnership: Collaborate with program managers, process improvement leads, product managers, engineering leads, and operations teams to measure and report on our highest impact initiatives  
• Metric Creation & Standardization: Partner to create new ways to measure progress in transformational areas and rationalize / clarify across existing metrics to drive clarity and consistency in measuring and understanding success 
• ROI Analysis: Provide fast turn Return on Investment analysis to aid in prioritization conversations ranging in depth from the quick and time sensitive to the longer more in depth analyses
• Data Analysis: Collect, clean, and analyze data to extract meaningful insights and identify trends, patterns, and correlations relevant to our business, products, and services. Serve as data point person for operational metrics during monitor and evaluation phase of programs
• Predictive Analysis: Help establish annual, quarterly, and monthly pacing goals that will help indicate whether we are on/or off track. Forecast metric trajectory to help leaders assess future scenarios
• Regression & Root Cause Analysis: Help identify what is working, discover growth opportunities, drive to greater understanding of correlation between metrics and evaluate data that informs key decisions
• Automate Performance Tracking: Help to streamline creation and presentation of regular data-driven reviews and provide actionable recommendations for improvement by automating insights derived from ROI and Data analysis
• Reporting and Visualization: Develop and maintain dashboards for CXT, reports, and visualizations to effectively communicate key findings and trends to stakeholders
• Influence: Work closely with other members of our Data Team - Data Science, Analytics Engineering, and Data Platform - to promote a data-informed mindset across the company through education and role modeling
• Lead with ownership mentality: Own ambiguous problems, interact with multiple stakeholders, and establish structures and processes to take our analytics to the next level
• Builder Mindset: Be responsive, build and iterate quickly, take ownership of the data needs and opportunities in your area, stay curious, and produce data products that help the business.
• Data Quality Assurance: identifying and resolving data quality issues, and implementing data governance best practices
• Business Insights: Collaborate with cross-functional teams, including product managers and business strategists, to provide data-driven insights and support decision-making pIf you are passionate about using data to drive strategic decisions and help small businesses thrive

Here’s what we're looking for:

• Roughly 7-10 years of experience at a product-focused software company
• Experience working with and analyzing complex datasets, including QA, querying, summarizing, visualizing, and reporting findings
• Ability to communicate effectively, especially in translating complex findings and recommendations into clear, compelling presentations for non-technical audiences, primarily using decks/slides with visual aids, and also in written reports
• Excellent SQL skills with demonstrated ability to write efficient queries
• Strong project management skills for big, cross-functional efforts
• Proficiency in Redash and Tableau
• Advanced Excel and/or Google sheets skills required
• Experience with Asana is a plus

Our cash compensation amount for this role is $133,000 to $165,000/yr in Denver & most major metro locations, and $161,000 to $199,000/yr for San Francisco & New York. Final offer amounts are determined by multiple factors including candidate location, experience and expertise and may vary from the amounts listed above.