At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences. Our dedication to remote-first work, and a strong culture of connection and global inclusion, means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work truly rewarding. Your career at Twilio is in your hands. See yourself at Twilio Join the team as Twilio’s next Customer Experience Business Intelligence Analyst (P3). About the job This position is essential for Twilio to hear the Voice of Customer and improve our products and services. Voice of the Customer (VoC) describes customer feedback about their experiences, focusing on needs, expectations, understandings, and improvements. A VoC program provides insights into customer preferences, problems, and complaints, driving increased satisfaction and loyalty by addressing issues. Twilio is seeking a Business Intelligence Analyst to join our Customer Experience (CX) team, which champions the Voice of Customer by managing Twilio’s Net Promoter Survey (NPS) program and measuring customer interactions across the entire journey. Customer Experience is part of the Customer Experience Operations (CX Ops) team, which ensures our products meet customer needs, drives excellence through data-driven research, ROI analyses, KPI management, process optimization, knowledge management, AI insights, and capacity planning, as well as coaching and feedback for customer-facing teams. Responsibilities In this role, you will: Use qualitative and quantitative data to identify root causes for gaps in customer expectations and experiences. Provide actionable, scalable recommendations to improve the customer experience, reporting monthly and quarterly. Represent Voice of Customer insights to assist internal teams with prioritization and decision-making. Collaborate extensively with engineering, product, analytics, and systems teams within the Communications BU. Develop relationships with upstream and downstream teams to ensure awareness, gather input, and tell holistic stories. Act and communicate with honesty, transparency, and clarity. Qualifications We value diverse experiences across industries and encourage all qualified candidates to apply. If your career is just starting or non-traditional, don’t hesitate to consider Twilio. We seek individuals who bring new perspectives! Required: Bachelor’s degree or equivalent experience Proficiency in broad quantitative and qualitative analyses, familiarity with operational metrics Experience working with business units to identify root causes and facilitate change management Understanding customer trends, analyzing patterns, and reporting insights to improve support processes Comfort working with Language Models (LLMs) like OpenAI’s ChatGPT Experience with BI/reporting tools: Tableau, Looker, Presto Strong troubleshooting, critical thinking, and analytical skills Team-oriented mindset, with ability to empower and develop peers Organized, logical problem-solving approach, capable of breaking down complex issues Ability to coordinate plans and process improvements with stakeholders Empathy for customers and dedication to enhancing their experience Willingness to learn new technologies rapidly Experience with CRM systems: Salesforce, Zendesk Knowledge of telecom protocols: VOIP, WebRTC, SIP, SMPP, SMTP Ability to build deep working relationships internally and externally Ability to work independently or in a global team environment Location This role is remote, based in Colombia. Travel Occasional travel may be required for project or team meetings. What We Offer Competitive pay, generous time off, parental and wellness leave, healthcare, retirement plans, and more, varying by location. Twilio’s Values We solve problems, take initiative, and embrace innovation. We support community involvement through volunteering and donations. Join us to unleash your potential and be your best self. If this role isn’t the right fit, explore our other openings. Equal Opportunity Statement Twilio is an equal opportunity employer, committed to diversity and inclusion. We do not discriminate based on race, religion, gender, age, disability, or other protected characteristics. We consider qualified applicants with criminal histories in accordance with applicable laws. We participate in E-Verify where required and provide accommodations for individuals with disabilities. #J-18808-Ljbffr