Business Intelligence Analyst 2

About the job

This position is needed to provide actionable insights into strategic operations initiatives through the application of your expertise in quantitative analysis, technical systems, and leadership in analytics. 

Twilio’s Customer Experience Ops Customer Intelligence team is looking for a curious and action-oriented analyst with a passion for using data to influence decision making and deliver product insights. The ideal candidate is comfortable navigating complex problems, determining the right data to focus on and is able to derive insights and recommendations based on disparate data. This role interacts with stakeholders at all levels throughout the organization and helps inform product, compliance, and delivery strategy.

Responsibilities

In this role, you’ll:

• Work with technical program managers to inject data into decision making and planning to increase confidence in strategic business outcomes via defining OKRs, designing and building insight generating reports and dashboards, and partnering cross functionally to source and process product data.
• Leverage SQL programming skills and data visualization tools to communicate product insights and recommendations to stakeholders at all levels. Standardize, maintain, and document metrics, models, datasets, and dashboards leveraging tools such as Tableau, Confluence, Acryl, and code.
• Source, identify, and leverage data and insights for time-critical and strategic decision making.
• Partner with leaders to successfully roll out and enable the adoption of dashboards and metrics.
• Work closely with product leadership to monitor and improve product performance while collaborating with business leaders to drive exceptional product offerings. Measure and analyze product value and value proposition through metrics.  
• Collaborate with data producers and consumers during the product development lifecycle to ensure consistent data quality and availability for reporting post launch. 
• Own and foster stakeholder partnerships by acting as a trusted advisor.

Qualifications 

Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!

*Required:

• 3-5 years of professional experience performing quantitative analysis, building dashboards and reports, working with business partners to convert ambiguous, messy data into tangible and actionable results that influence product and business impacting decisions in a fast paced industry.
• Ability to think strategically and initiate, refine, and complete projects with minimal guidance in an often ambiguous environment. 
• Excellent verbal and written communication skills. 
• Proficient level experience writing, developing, and performing data deep dives and writing complex queries in SQL and SQL-like relational data languages 
• Minimum 2 years Tableau experience developing and managing dashboards is required.
• Demonstrated ability in building reports, metrics, dashboards, etc. for analytics projects that often require data preparation processes such as data extraction, cleansing, mapping, loading and operationalizing workflows in production.  

Desired:

• Familiarity or hands-on experience utilizing Generative AI tools (e.g., Gemini, GitHub Copilot, ChatGPT) to optimize SQL query writing, data analysis workflows, and documentation is a plus.
• Experience in telephony, email, messaging, social media, or other electronic communications is a plus. 
• Experience or familiarity with data warehousing and/or ETL processes, and distributed computing technologies (Hive/Presto/Spark/Zeppelin) is a plus.
• Experience in BI reporting tools like Looker is a plus.
• Experience with unstructured data is a plus. 

Location

This role will be Remote, and based in Colombia

Travel 

We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings.

What We Offer

Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.

Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.