[Remote] Senior Data Intelligence Analyst - Customer Experience

Note: The job is a remote job and is open to candidates in USA. BILL is a Fintech company focused on empowering businesses by replacing outdated financial processes with innovative tools. The Senior Data Intelligence Analyst will play a critical role in understanding and improving customer experience by transforming operational data into actionable intelligence that guides decision-making across CX operations.

Responsibilities

• Lead the design and development of CX data intelligence solutions, including agentic AI “insight agents” that monitor operational health and recommend actions
• Analyze customer journeys, contact drivers, and operational metrics to identify friction points, churn risks, and opportunities to improve customer and agent experiences
• Build and maintain dashboards, reports, and self-service tools that provide CXO leaders with clear visibility into performance, trends, and forecasted outcomes
• Partner closely with CX operations, support, product, data, and engineering teams to translate insights into prioritized roadmaps, process changes, and experiments
• Define and refine CX health and retention metrics (e.g., segment-level health scores, leading indicators) that guide investment and intervention decisions
• Apply advanced analytics, including AI/LLM-powered techniques where appropriate, to automate classification, surface emerging themes, and reduce manual analysis
• Establish and uphold best practices for data quality, documentation, and governance across CXO analytics assets

Skills

• Strong proficiency in SQL and experience working with large, complex datasets in modern data warehouse and BI environments
• Hands-on experience building analytical models, dashboards, or intelligence solutions that drive measurable impact in customer experience, operations, or similar domains
• Exceptional ability to translate complex analysis into clear, compelling stories and recommendations for non-technical stakeholders
• A proactive, ownership-oriented mindset, with a track record of collaborating across teams to move from insight to execution
• Familiarity with AI, machine learning, or LLM-based approaches and a passion for applying them to real-world CX and operational problems

Benefits

• Medical, dental, vision, life and disability insurance
• 401(k) retirement plan
• Flexible spending & health savings account
• Paid holidays
• Paid time off
• 100% paid employee health, dental, and vision plans (choose HMO, PPO, or HDHP)
• HSA & FSA accounts
• Life Insurance, Long & Short-term disability coverage
• Employee Assistance Program (EAP)
• 11+ Observed holidays and wellness days and flexible time off
• Employee Stock Purchase Program with employee discounts
• Wellness & Fitness initiatives
• Employee recognition and referral programs

Company Overview