Senior Data Intelligence Analyst – Customer Experience

About the role

As part of BILL’s CXO organization, you will turn operational data and emerging AI capabilities into actionable intelligence that shapes strategy and day‑to‑day decisions across customer experience operations. This high‑visibility role focuses on building next‑generation CX intelligence, reducing friction, and improving retention and workforce efficiency.

Key responsibilities

• Lead design and development of CX data intelligence solutions, including AI‑driven insight agents that monitor health and recommend actions.
• Analyze customer journeys, contact drivers and operational metrics to identify friction points, churn risks and improvement opportunities.
• Build and maintain dashboards, reports and self‑service tools for CXO leaders to gain visibility into performance, trends and forecasts.
• Partner with CX operations, product, data and engineering teams to translate insights into roadmaps, process changes and experiments.
• Define and refine CX health and retention metrics that guide investment and intervention decisions.
• Apply advanced analytics, including AI/LLM techniques, to automate classification, surface emerging themes and reduce manual analysis.

Required profile

• Strong proficiency in SQL and experience 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 or operations.
• Familiarity with AI, machine learning or LLM‑based approaches and a passion for applying them to real‑world CX problems.
• Exceptional ability to translate complex analysis into clear, compelling stories for non‑technical stakeholders.
• Proactive, ownership‑oriented mindset with a track record of cross‑team collaboration to move from insight to execution.

Required skills

• SQL
• Data‑warehouse / BI tools
• Dashboarding and reporting
• AI / Machine Learning
• Large Language Model (LLM) techniques

What we offer

• Competitive salary range based on location (USD)
• 100% paid health, dental and vision plans
• 401(k) retirement plan, HSA & FSA accounts
• Life, short‑ and long‑term disability insurance
• Paid holidays, flexible time off and wellness days
• Employee Stock Purchase Program and other equity benefits
• Wellness, fitness initiatives and employee recognition programs