About the Role:
The Data Analyst, Benefit Operations is responsible for leading and building end-to-end data solutions for our Benefit Operations teams. In this role, you’ll play a key part in ensuring the success of our Benefit Operations organization by delivering data on team efficiency, volume trends, resolution timelines, and other core operational metrics.
With your background in operational analytics, you will recommend, prioritize, and deliver key analytics projects with your stakeholders and communicate insights broadly across the CX organization. You’ll also leverage your AI fluency to identify opportunities for automation, efficiency, and predictive analytics, using AI tools to improve how we measure, visualize, and forecast operational performance.
About the Team:
The CX Data & Insights team delivers actionable insights and streamlined reporting across Gusto’s Customer Experience teams to drive improvements in processes, performance, and tools. As a member of our team, you will drive strategy, build scalable processes, and apply AI-enhanced analytics to continuously improve the CX employee and customer experience.
Here’s what you’ll do day-to-day:
- Be a strong voice for a data-informed and AI-empowered point of view with our CX partners and a thought partner to our Benefit Operations teams.
- Support Benefit Operations in delivering best-in-class customer experiences across benefits enrollment, carrier connections, compliance, and plan renewals.
- Plan, execute, and complete data projects — providing technical leadership in a fast-paced, evolving environment.
- Identify key metrics and create automated dashboards and AI-assisted workflows to monitor and report on the health of the business.
- Apply AI tools and statistical methods to uncover patterns, forecast trends, and streamline recurring analytical processes.
- Provide quantitative insights and perform analytical deep dives to inform future learning and CX roadmaps.
- Prioritize efficiently, focusing on high-impact work that improves team performance, data accessibility, and operational decision-making.
Here’s what we're looking for:
- Strong SQL skills and expertise in data visualization tools (e.g., Tableau).
- AI fluency — experience or comfort using AI-driven analytics and automation tools to enhance efficiency and insight generation.
- Excellent communicator — able to deliver findings and recommendations to non-technical stakeholders clearly and persuasively.
- Strong analytical skills with proficiency in Excel and the Google Suite.
- Understanding of Benefit Operations data, processes, and workflows.
- Adept at complex problem solving, judgment, critical thinking, and decision making.
- Highly organized with an emphasis on accuracy, timeliness, and data integrity.
- Structured thinker with strong attention to detail who accurately follows procedures.
- Ability to work independently and collaborate effectively in a fast-moving, cross-functional environment.
- Excited to experiment with new analytical and automation technologies to continuously improve the way we deliver insights.
Our cash compensation amount for this role is $111,160/yr to $138,950/yr in Denver & most major metro locations, and $134,735/yr to $/168,419yr 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.
