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Head of Data and Insights - CX

Denver, CO;San Francisco, CA;New York, NY;Orlando, FL;Las Vegas, NV;Atlanta, GA;Austin, TX;Los Angeles, CA;Phoenix, AZ;Seattle, WA

 

About Gusto

Gusto is a modern, online people platform that helps small businesses take care of their teams. On top of full-service payroll, Gusto offers health insurance, 401(k)s, expert HR, and team management tools. Today, Gusto offices in Denver, San Francisco, and New York serve more than 400,000 businesses nationwide.

Our mission is to create a world where work empowers a better life, and it starts right here at Gusto. That’s why we’re committed to building a collaborative and inclusive workplace, both physically and virtually. Learn more about our Total Rewards philosophy. 

About the Role:

We seek a dynamic and experienced individual to join our team as the Head of CX Data and Insights (CXDI). In this role, you will lead the strategy, execution and continuous improvement of our CX Data and Insights program. You will be responsible for deploying operational and insightful dashboards to support CX Leadership in decision making and supporting their key business objectives.  You are also responsible for delivering simple, easy to consume data and insights that are actionable. You’ll work closely with leaders across the CX organization to proactively identify and scope their business intelligence and data analysis needs, provide recommendations on the best metrics to measure and watch, and turn data into critical insights that can be used to make sound business decisions.

About the Team:

This is a leadership role reporting to our Head of Enablement / Chief of Staff within CX. Gusto’s CX organization is the linchpin of our world-class experience. With their passion, insight, and customer advocacy, the CX team has helped Gusto maintain industry-leading NPS scores while serving over 300,000 customers. We strive to positively influence millions of businesses and hundreds of millions of employees across the county.

Here’s what you’ll do day-to-day:

  • Develop a CX Data and Insights Strategy: Develop a strategic vision for Data and Insights for the CX organization that is aligned with the overall business goals. 
  • Lead the design, development and support of CX analytics reports, dashboards, and insights by ingesting data from multiple sources and presenting the information in a user-friendly way.
  • Provide thought leadership in the area of CX Data and Insights to enable Gusto’s CX teams to deliver a world-class customer experience to customers, including prescribing ways the business can better leverage data insights.
  • Deliver insights to Gusto’s CX Leadership team about Gusto’s CX performance, including insights into the customer experience of Gusto’s customers and the CX Organization’s efficiency.
  • Scale the CX Data and Insights team through the development of architectural best practices, data foundations and governance, and the team processes.
  • Partner with stakeholders in CX to enable the business to be data-driven, and provide data insights for all key initiatives across the CX organization.
  • Partner with stakeholders in Product and Engineering to deliver CX related insights that enable those organizations.
  • Partner with other enablement functions, such as Workforce Management, Knowledge Management, Learning and Development and Quality to support their work and measure their outcomes.
  • Partner with leaders in the business intelligence and data science groups across Gusto to define best practices, and drive alignment on shared goals and initiatives.
  • Stay current with industry trends, best practices, and emerging technologies in data and insights. Incorporate innovative approaches and tools to enhance the impact and efficiency of data and insights, including the use of AI and LLM.
  • Lead and supervise a team of data analysts and data leaders responsible for providing data and insights that support transparency in decision making. Provide guidance, direction, and support to them, ensuring alignment with objectives and adherence to best practices.
  •  

Here’s what we're looking for:

  • Bachelor's degree in Data or a related field 
  • 5+ years of experience in managing data analysts, data engineers, or data scientists
  • 10+ years of experience in technical leadership
  • Experience working with and familiarity with Customer Experience and Operations teams.
  • Experience being hands-on technically, with a good understanding of the data stack.
  • Experience explaining complex analyses and business recommendations to stakeholders in a way that can be understood by all.
  • Enjoys working with a high-performing, fast-paced team. 
  • Adaptable and good at context switching. You’re comfortable flexing between strategy and execution.
  • Ability to work in a team environment, collaborate well, and mentor managers, analysts, and data scientists.
  • Outstanding presentation skills to both technical and executive audiences.
  • A track record of recruiting and leading technical teams in a demanding talent market.
  • Experience building enterprise grade, reliable and trustworthy reporting, business intelligence, and analytic services.
  • Excellent problem solving skills.
  • Technical competency in Cloud environments, Data Warehouse architectures, and Data Engineering methods.
  • Excellent interpersonal communication skills.
  • Outstanding written and oral skills.
  •  

Our cash compensation amount for this role is $191,000 to $213,000/yearly in Denver & most major metro locations, and $225,000 to $250,000/yearly for San Francisco & New York. Final offer amounts are determined by multiple factors including candidate location, experience and expertise and may vary from the amounts listed above.

Gusto has physical office spaces in Denver, San Francisco, and New York City. Employees who are based in those locations will be expected to work from the office on designated days approximately 2-3 days per week (or more depending on role). The same office expectations apply to all Symmetry roles, Gusto's subsidiary, whose physical office is in Scottsdale.

Note: The San Francisco office expectations encompass both the San Francisco and San Jose metro areas. 

When approved to work from a location other than a Gusto office, a secure, reliable, and consistent internet connection is required.

Our customers come from all walks of life and so do we. We hire great people from a wide variety of backgrounds, not just because it's the right thing to do, but because it makes our company stronger. If you share our values and our enthusiasm for small businesses, you will find a home at Gusto. 

Gusto is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. Gusto considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. Gusto is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. We want to see our candidates perform to the best of their ability. If you require a medical or religious accommodation at any time throughout your candidate journey, please fill out this form and a member of our team will get in touch with you.

Gusto takes security and protection of your personal information very seriously. Please review our Fraudulent Activity Disclaimer.

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