Business Operations Analyst II

Role Description

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.

• Collaborate closely with cross-functional teams to develop plans that prioritize customer satisfaction while achieving business objectives.
• 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.
• Be the go-to person for "how things work," the keeper of critical metrics, and a key partner in making data-informed decisions.

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).
• 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.
• Collaborative mindset with ability to influence without authority and build trust across teams.
• Change management expertise with ability to guide teams through organizational transitions.

Requirements

• Think strategically but execute tactically.
• Build clarity from complexity.
• Be customer-obsessed.
• Take ownership of commitments.
• Communicate effectively with diverse audiences.
• Navigate change with empathy and pragmatism.
• Stay calm under pressure.
• Be curious and detail-oriented.
• Work well across time zones and cultures.
• Bachelor's degree in Business, Analytics, Communications, or related field (or equivalent practical experience).

Benefits

• An inclusive culture strongly reflecting our core values: Act Like an Owner, Delight Our Customers and Earn the Respect of Others.
• The opportunity to make an impact and develop professionally by leveraging your unique strengths.
• Highly competitive compensation, benefits, and rewards programs.
• An engaging, people-first work environment offering work/life balance, employee resource groups, and social events.
• The targeted base pay range for this role is: $70,000 to $110,000.