Business Intelligence Analyst

At Gusto, we're on a mission to grow the small business economy. We handle the hard stuff — payroll, health insurance, 401(k)s, and HR — so owners can focus on their craft and their customers. With teams in Denver, San Francisco, and New York, we support more than 500,000 small businesses nationwide and are building a workplace that reflects the people we serve.

Gusto's Customer Experience team is changing how we serve small businesses: new service models, a telephony platform migration, and the data infrastructure to support both. We are hiring a Business Intelligence Analyst to own the data layer that makes this work. You will build the pipelines, models, and dashboards that make CX data trustworthy and self-serve, then use that foundation to answer causal questions about what actually moves customer outcomes.

• Own ambiguous problems, design analysis and measurement frameworks, and introduce policies and practices by which data integrity is monitored and enforced within your domain.
• Deliver multiple high-impact projects, balancing trade-offs to maximize business value, and maintain clear expectations of deliverables and timelines.
• Partner with CX leaders, cross-function data-science teams, tool developers (i.e. Salesforce), and data engineering to align on strategy.
• Apply advanced statistical methods and AI-driven anomaly detection to proactively uncover opportunities, diagnose performance issues, and shape CX strategy.
• Define DBT and Snowflake data pipeline requirements for evolving CX data sources, and build and maintain monitoring systems and streamlit dashboards.
• Work with minimal guidance to prioritize, create, and deliver data projects.
• Up-level the team’s best practices in data modeling and schema design, expand our toolsets (e.g., Databricks) where they accelerate CX outcomes.
• Present complex findings in a structured, compelling way to technical and non-technical stakeholders.

• 3+ years of experience in Data Analytics, Data Engineering, or Data Governance.
• Strong SQL and Python proficiency.
• Strong foundation in data modeling, schema design, and data quality best practices, with functional experience working on cloud platforms like Snowflake.
• Proven experience building and maintaining robust data reporting pipelines and ETL workflows.
• Demonstrated experience designing or operating governance for AI-assisted analytics outputs.
• Clear, direct communication style.
• Comfortable working independently, managing competing priorities.
• Frequent, practical use of AI in analytics workflows with concrete examples.