Role Overview
As a Business Operations Analyst supporting our Customer Experience organization, you will play a pivotal role in enhancing the customer journey within our Platform Software business. You’ll collaborate closely with cross‑functional teams to develop plans that prioritize customer satisfaction while achieving business objectives.
Responsibilities
* Provide operational support for the Customer Success and Customer Support organizations, working collaboratively with members of these functions plus Sales, Finance, and other Operations teams.
* Champion an AI‑first approach to operations by identifying opportunities to leverage AI tools (generative AI, predictive analytics, automation platforms) to streamline workflows, enhance reporting, and improve the customer journey.
* Use AI‑assisted analytics tools to surface trends, forecast customer health, and generate insights that inform strategic decisions across the CX organization.
* Prioritize and orchestrate strategic initiatives that drive growth and improve business performance (e.g., improving resourcing capacity planning, streamlining the customer journey, improving tools and systems).
* Develop content to support a global operating cadence including quarterly business reviews, talent and headcount reviews, customer health reviews, and customer onboarding handoffs.
* Support customer analysis, resource planning, compensation design, and other strategic efforts while enabling Customer Success to achieve their targets.
* Track KPIs and build reporting frameworks—including AI‑enhanced dashboards and automated reporting—to enhance visibility, monitor organizational performance, and provide senior leadership with actionable insights.
* Ensure data integrity and hygiene to enable reliable reporting and effective decision‑making.
* Help teams problem‑solve to improve customer relationships and provide operational support to reduce noise that detracts from building healthy customer partnerships.
* Capture customer feedback and identify new ways to streamline the customer journey.
* Build relationships with key stakeholders to influence and improve the customer experience.
* Apply effective prompt engineering and work with AI platforms (Microsoft Copilot, FICO’s Isaac, or other LLM‑based tools) to accelerate content creation, data synthesis, and stakeholder communications.
Qualifications
* Experience in business operations, analytics, program management, or related roles.
* Direct experience supporting Customer Success and/or Customer Support organizations in a B2B environment is a plus.
* Strong analytical skills with advanced proficiency in Excel (pivot tables, complex formulas, data analysis) and experience using AI‑powered tools to enhance data analysis and reporting workflows.
* Advanced PowerPoint skills with ability to create executive‑ready presentations that translate complex challenges into clear, visually compelling narratives for diverse audiences.
* Experience with CRM systems, particularly Salesforce and ServiceNow (or willingness to become an expert quickly).
* Proven project management abilities with a track record of driving cross‑functional initiatives to completion.
* Excellent communication skills—ability to translate complex data into clear narratives for diverse audiences, from frontline teams to executives.
* Demonstrated ability to build structure in ambiguous environments—comfortable working through ambiguity, flexible, adaptable, and able to respond to shifting and competing priorities.
* Collaborative mindset with ability to influence without authority and build trust across teams.
* Change management expertise with ability to guide teams through organizational transitions, including stakeholder engagement, communication planning, and adoption strategies that drive sustainable transformation.
* Familiarity with AI tools and platforms (generative AI assistants, AI‑powered CRM features, automation tools like Power Automate or similar) and willingness to adopt and champion new AI capabilities.
* Experience using AI to accelerate analytical work (e.g., data summarization, pattern recognition, drafting executive communications) is a strong plus.
* Bachelor’s degree in Business, Analytics, Communications, or related field (or equivalent practical experience).
* Ability to fluently communicate in English and Portuguese.
Benefits
* Highly competitive compensation, benefits, and rewards programs.
* People‑first work environment with work/life balance, employee resource groups, and social events to promote interaction and camaraderie.
Equal Employment Opportunity
FICO promotes a culture of inclusion and seeks to attract a diverse set of candidates for each job opportunity. We are an equal employment opportunity employer and are proud to offer employment and advancement opportunities to all candidates without regard to race, color, ancestry, religion, sex, national origin, pregnancy, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status.
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