Head of Data and Insights - CX

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 betwee