Customer Experience Data & Insights Team Leader

About Gusto
Gusto is a modern, online people platform that helps small businesses take care of their teams. On top of full-service payroll, Gusto offers health insurance, 401(k)s, expert HR, and team management tools. Today, Gusto offices in Denver, San Francisco, and New York serve more than 300,000 businesses nationwide.
Our mission is to create a world where work empowers a better life, and it starts right here at Gusto. That's why we're committed to building a collaborative and inclusive workplace, both physically and virtually. Learn more about our Total Rewards philosophy .
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.
Gusto has physical office spaces in Denver, San Francisco, and New York City. Employees who are based in those locations will be expected to work from the office on designated days approximately 2-3 days per week (or more depending on role). The same office expectations apply to all Symmetry roles, Gusto's subsidiary, whose physical office is in Scottsdale.
Note: The San Francisco office expectations encompass both the San Francisco and San Jose metro areas.
When approved to work from a location other than a Gusto office, a secure, reliable, and consistent internet connection is required.
Our customers come from all walks of life and so do we. We hire great people from a wide variety of backgrounds, not just because it's the right thing to do, but because it makes our company stronger. If you share our values and our enthusiasm for small businesses, you will find a home at Gusto.
Gusto is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. Gusto considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. Gusto is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you require assistance in filling out a Gusto job application, please reach out to [email protected].