Business Intelligence Analyst

This role supports Twilio’s Customer Experience (CX) team by championing the Voice of Customer (VoC) program, including NPS and feedback across the customer journey. The CX Ops team ensures supportability, drives insights through data and KPIs, optimizes processes with AI, manages workforce planning, and enhances quality via coaching and feedback. The Business Intelligence Analyst will play a key role in leveraging data to improve satisfaction, loyalty, and customer outcomes. Utilize qualitative and quantitative data to determine root causes for gaps in customer expectations and actual experiences. Deliver actionable, scalable recommendations (e.g. people/org, process, infrastructure) to improve the end-to-end experience for customers. Represent Voice of Customer to assist internal teams with prioritization and decision-making.