Fico
Business Operations Analyst II
Work from Home, United States · Mid
Sponsorship not specified$70k-$110kDetected 30 days ago
RESTMachine LearningData AnalysisProject ManagementSalesforceCRMExcelOnboardingCompensationCustomer SuccessCustomer SupportCadenceResearchLeadershipCommunicationCollaborationProblem SolvingPublic SpeakingAdaptabilityMicrosoft Office
About the role
- Join our team at FICO as a Business Operations Analyst, supporting our Customer Experience organization, where you'll play a pivotal role in enhancing the customer journey within our Platform Software business.
- This role is the operational backbone of our CX organization, dedicated to helping us establish operational excellence.
- In this role, you'll spend half of your time establishing the operational rhythm and reporting, a third of your time on analytics and insights, and the rest driving strategic initiatives.
Responsibilities
- You'll collaborate closely with cross-functional teams to develop plans that prioritize customer satisfaction while achieving business objectives.
- You'll be the go-to person for "how things work," the keeper of critical metrics, and a key partner in making data-informed decisions.
- Strategic planning including customer analysis; resource planning; compensation design; all while enabling Customer Success to achieve their targets.
- Helping teams problem solving to improve customer relationships and providing operational support to reduce noise that takes away from building healthy customer partnerships.
- Build relationships with key stakeholders to influence and improve the customer experience.
- Build clarity from complexity - Ambiguity doesn't intimidate you; you're energized by creating structure and process.
- At FICO, you can develop your career with a leading organization in one of the fastest-growing fields in technology today - Big Data analytics.
- Tracking KPIs and building reporting frameworks to enhance visibility, monitor organizational performance and provide senior leadership with actionable insights.
- Direct experience supporting Customer Success and/or Customer Support organizations in a B2B environment is a plus.
- Advanced PowerPoint skills with ability to create executive-ready presentations that translate complex challenges into clear, visually compelling narratives for diverse audiences.
Requirements
- Bachelor's degree in Business, Analytics, Communications, or related field (or equivalent practical experience).
- Strong analytical skills with advanced proficiency in Excel (pivot tables, complex formulas, data analysis).
- Experience with CRM systems, particularly Salesforce and ServiceNow (or willingness to become an expert quickly).
Nice to have
- Experience in business operations, analytics, program management, or related roles.
Compensation
- $70,000 to $110,000 with this range reflecting differences in candidate knowledge, skills and experience.
Company info
- The opportunity to make an impact and develop professionally by leveraging your unique strengths and participating in valuable learning experiences.
- Highly competitive compensation, benefits and rewards programs that encourage you to bring your best every day and be recognized for doing so.
- An engaging, people-first work environment offering work/life balance, employee resource groups, and social events to promote interaction and camaraderie.
- At FICO, we are customer obsessed and established an organization of 1000 colleagues who support our customers.
Visa & Work Authorization
- candidates without regard to race, color, ancestry, religion, sex, national origin, pregnancy, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status
This listing is sourced directly from Fico's careers page and normalized into a canonical job model.