Business Operations Analyst II

FICO is a leading global analytics software company that helps businesses make better decisions. They are seeking a Business Operations Analyst to support their Customer Experience organization, focusing on enhancing the customer journey and establishing operational excellence. The role involves cross-team collaboration, strategic planning, and driving initiatives that improve customer satisfaction and business performance.

Responsibilities:

• Cross-team collaboration: operational support for the Customer Success and Customer Support organizations, working collaboratively with members of these functions plus Sales, Finance, and other Operations teams
• 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: quarterly business reviews; talent and headcount reviews; customer health reviews; customer onboarding handoffs; etc
• Strategic planning including customer analysis; resource planning; compensation design; all while enabling Customer Success to achieve their targets
• Tracking KPIs and building reporting frameworks to enhance visibility, monitor organizational performance and provide senior leadership with actionable insights
• Ensuring data integrity and hygiene to enable reliable reporting and effective decision-making
• Helping teams problem solving to improve customer relationships and providing operational support to reduce noise that takes away 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

Requirements:

• 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)
• 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 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 - you're 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
• Bachelor's degree in Business, Analytics, Communications, or related field (or equivalent practical experience)