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 BILL is a Fintech company focused on empowering businesses by replacing outdated financial processes with innovative tools.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