Frontline Education
Business Intelligence Architect, Customer Experience
🇺🇸 Remote - US
🕑 Full-Time
💰 $110K - $120K
💻 Data Science
🗓️ July 31st, 2025
ETL
Gainsight
K-12
Edtech.com's Summary
Frontline Education is hiring a Business Intelligence Architect, Customer Experience. The role involves leading the design, integration, and delivery of analytics across a modern CX data stack, empowering leadership to improve customer satisfaction, reduce churn, and optimize resource allocation by converting data insights into actionable strategies.
Highlights
- Lead data strategy and architecture integrating sources like Salesforce, Zendesk, Gainsight, Jira, Power BI, and Snowflake.
- Build and maintain executive dashboards tracking KPIs such as client health, ticket deflection, and churn risk.
- Conduct deep-dive ad hoc analyses using SQL, Excel, and Python to support urgent decisions.
- Collaborate with Operations, Finance, Product, Development, Sales, and data teams for metric alignment and data accuracy.
- Apply Lean and Six Sigma methods to improve reporting processes and experiment with AI/ML and GenAI tools for automation.
- Core tech stack includes Salesforce, Power BI, Zendesk Explore, Gainsight, Jira, SQL/Snowflake, Excel (Power Query/Pivots), and Python (preferred).
- Requires 6+ years in BI, analytics, or data engineering, preferably in SaaS/service operations, with expertise in dashboarding, ETL, API integrations, and advanced SQL.
- Strong communication skills for influencing technical and non-technical stakeholders and presenting complex data clearly.
- Experience with client-health modeling, churn drivers, and support metrics is essential.
- Compensation ranges from $110,000 to $120,000 annually with bonus, personalized PTO, 401k match, ESPP, and comprehensive benefits.
Business Intelligence Architect, Customer Experience Full Description
Business Intelligence Architect, Customer Experience
Location: United States
Description
Business Intelligence Architect, Customer Experience
Location Requirements: Hybrid to Wayne or Naperville. Remote candidates will be considered.
Your role on the team:
Frontline Education is transforming its Customer Experience (CX) data landscape to drive smarter decisions, reduce customer churn, and integrate AI across operations. We’re seeking a Business Intelligence expert who can architect and operationalize CX data end-to-end—turning insights into action for Support, Services, Success, and Finance. If you're passionate about data-driven customer outcomes, this role puts you at the core of mission-critical initiatives.
As a Business Intelligence Architect, you will lead the design, integration, and delivery of analytics across a modern CX stack. Your work will empower leadership to improve customer satisfaction, accelerate issue resolution, mitigate churn, and strategically allocate resources. This role is hands-on and cross-functional—ideal for a data practitioner ready to lead by doing.
You can expect to:
Data Strategy & Architecture
- Integrate data sources across Salesforce, Zendesk, Gainsight, Jira, Power BI, and Snowflake into a unified, trusted system.
- Identify data gaps, streamline ingestion pipelines, and implement durable auto-refresh mechanisms.
Reporting & Insight Delivery
- Build and maintain executive-level dashboards on KPIs such as client health, ticket deflection, time-to-resolution, and churn risk.
- Conduct deep-dive ad hoc analyses (SQL, Excel, Python) for urgent decision-making support.
KPI & OKR Governance
- Collaborate with Ops and Finance to standardize key CX metrics and align on quarterly OKRs.
- Develop proactive trend reporting and alerts to activate churn mitigation and retention playbooks.
Cross-Functional Enablement
- Partner with Product, Development, Sales, and enterprise Data teams to ensure data accuracy and alignment.
- Translate complex analysis into clear insights for non-technical stakeholders and senior leadership.
Continuous Improvement & Automation
- Apply Lean and Six Sigma methodologies to streamline reporting processes.
- Experiment with AI/ML and GenAI tools (e.g., The Loops, Copilot, OpenAI) to accelerate analytics and automate ticket handling.
Core Tech Stack
You will work with a modern CX tech stack, with tools such as:
- Salesforce
- Power BI
- Zendesk Explore
- Gainsight
- Jira
- SQL/Warehouse/Snowflake
- Microsoft Excel (Power Query/Pivots)
- Python/R (nice to have)
- GenAI platforms
What you bring to the role:
- Ability to communicate effectively with all levels within an organization.
- Ability to prioritize, multi-task, and perform effectively in ambiguous, autonomous situations.
- Strong presenter who challenges assumptions and defends numbers under scrutiny.
- Strong organizational and analytic skills in an entrepreneurial fast-paced environment.
- Experience in the K–12 education technology space is preferred but not required.
Qualifications:
- 6+ years in BI, analytics, or data engineering – preferably SaaS/service operations.
- Proven ability to distill complex, messy data into board-ready insights.
- Expert in dashboarding, ETL, and API integrations, and advanced SQL.
- Skilled at scripting fixes and automations (Python preferred).
- Familiarity with client-health modeling, churn drivers, and support metrics.
- Excellent communication skills with strong ability to influence across technical and non-technical audiences.
Who we are:
Frontline Education is a pioneer of school administration software purpose-built for K-12 districts. We provide innovative, connected solutions for student and special programs, business operations, and human capital management with powerful data and analytics to empower educators and administrators. We earn the trust of K-12 leaders across the U.S. by serving as a consistently high-performing, forthright partner of school districts through every dimension of the company.
We're a group of unique and talented individuals that love what we do. We've been lucky enough to land jobs with a rapidly growing tech company that supports an appreciative and friendly customer base. We work hard to make our customers happy, but we like to have a good time in the process. We are a company that strives to think in terms of “we” instead of “me.” We believe in the philosophy of servant leadership and that it’s all about putting others first. We also value the balance between family and work.
Frontline embraces diversity, equity, and inclusivity. We are intentionally building a workplace that respects, supports, and values the identities of all our employees. We believe this to be foundational in developing a strong community in our company. Frontline Education is an equal opportunity employer, and we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
The perks of being a Frontliner
Frontline offers a competitive compensation package including a base salary, rewarding bonus structure, 401k match, ESPP, and personalized PTO! Our company growth has created a promising environment for career advancement and rewarding challenges. We offer a tuition reimbursement program for eligible college credit coursework available to employees depending on their status and length of employment.
The salary range for this role is $110,000 - $120,000 per year, based on experience, skills, and internal equity. In addition to base salary, this role includes a bonus, personalized PTO, and comprehensive benefits, including health insurance, 401k, and much more!
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