Senior Data Intelligence Analyst - Customer Experience

Role Description

As part of BILL’s CXO organization, this role sits at the heart of how we understand and improve the customer experience at scale. You will turn our rich operational data and emerging agentic AI capabilities into clear, actionable intelligence that shapes strategy and day-to-day decision-making across CX operations. This is a high-visibility opportunity to build the next generation of CX intelligence, reduce customer friction, and unlock new levels of retention and workforce efficiency.

• 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.

Qualifications

• 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.
• Familiarity with AI, machine learning, or LLM-based approaches and a passion for applying them to real-world CX and operational problems.
• 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.

Requirements

• Please note that this position is not eligible for visa sponsorship. Applicants must have authorization to work in the United States without requiring visa sponsorship now or in the future.

Benefits

• 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
• And much more