About the job

Twilio is looking for a Business Intelligence Analyst to join our Customer Experience (CX) team, which is part of the Customer Intelligence group. This team focuses on delivering high-quality analysis, process improvements, and quality assurance to enhance customer experience and increase revenue. The role will involve reviewing feedback, understanding issues, and working with different teams to improve systems. The ideal candidate will be able to analyze both detailed and big-picture data, using both quantitative and qualitative information to uncover issues, find root causes, and represent the customer’s perspective.

Responsibilities

• Use qualitative and quantitative data to identify the root causes of gaps between customer expectations and their actual experiences.
• Provide scalable recommendations to improve the overall customer experience (e.g., processes, systems, or organizational improvements).
• Represent the voice of the customer in decision-making and prioritization processes for internal teams.
• Collaborate with teams across the Communications BU, including engineering, product, program, and analytics.
• Build relationships with other teams to understand their needs and help develop roadmaps and solutions.
• Communicate clearly, honestly, and transparently in all interactions.

Qualifications

Twilio encourages applicants from all backgrounds to apply, even if your experience doesn't exactly match the job description.

Required:

• Bachelor’s degree or equivalent experience.
• Proficiency in conducting broad qualitative and quantitative analyses, as well as familiarity with operational teams and key metrics.
• Experience identifying root causes and managing change to improve business outcomes.
• Ability to analyze customer trends, identify patterns, and report findings to management to improve processes.
• General familiarity with Language Models (LLMs) like OpenAI’s ChatGPT.
• Experience using BI/reporting tools like Tableau, Looker, and Presto.
• Strong troubleshooting, critical thinking, and analytical skills.
• Focus on team success and ability to mentor peers through empowerment and accountability.

Desired:

• Ability to think logically, break down complex problems, and identify root causes.
• Ability to coordinate plans and improve processes with internal stakeholders.
• Ability to advocate for the customer experience.
• Willingness and ability to quickly learn new technologies in a fast-changing environment.
• Experience with CRM systems like Salesforce or Zendesk.
• Familiarity with communications protocols such as VOIP, WebRTC, SIP, SMPP, and SMTP.
• Ability to build strong relationships with internal partners.
• Ability to work independently or in a team, in a global setting.

Location

• This role is remote, based in Colombia, and supports the US West Coast (9am to 6pm Pacific Time).

Travel

• Occasional travel may be required for project or team meetings to foster connections and build relationships.

What We Offer

Twilio offers many benefits, including competitive pay, generous time off, parental and wellness leave, healthcare, and a retirement savings program. Benefits may vary by location.