Senior Data Intelligence Analyst - Customer Experience

Senior Data Intelligence Analyst - Customer Experience

Innovate with purpose

At BILL, we believe in empowering the businesses that drive our economy. By replacing outdated financial processes with innovative tools, we help businesses—from startups to established brands—make smarter decisions and gain control of their operations. And we don't stop there: we're creating the future of financial automation so businesses can spend more time on what matters.

Working here means you become part of a vision-driven team that's ready to tackle challenges and build cutting-edge solutions. We value purpose, drive, and curiosity—and we thrive in a fast-paced, ever-changing environment. Whether in one of our offices in San Jose, CA, Draper, UT, or in a remote-eligible role, BILLders collaborate to deliver real impact for businesses that need more time in their busy weeks.

BILL builds high performing teams and we seek to hire the best talent for every role. We're committed to building a workplace that fosters inclusion and diverse perspectives, valuing each person's unique skills and experiences. We'd love to hear from you—you might be just what we're looking for, whether in this role or another.

Let's give businesses more time for what matters.

Make your impact within a rapidly growing Fintech Company

As part of BILL's CXO organization, this role sits at the heart of how we understand and improve the customer experience  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.

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.

We'd love to chat if you have:

• 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.

Visa Sponsorship:
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.

Our ranges for each role and job level are based on a variety of factors including candidate experience, expertise, and geographic location and may vary from the amounts listed below. The role is also eligible for a competitive benefits package that includes: medical, dental, vision, life and disability insurance, 401(k) retirement plan, flexible spending &…