Staff Business Data Analyst

Overview

Intuit is seeking an exceptional Staff Scheduling Business Data Analyst to join our Modern Ops team. As a dynamic member of our team, you will be tasked with optimizing expert scheduling for our Intuit Domain Experts and will contribute to major operational innovations. Your strategic mindset and optimization background will be essential as you work on a global scale to drive new initiatives such as product and project rollouts.

In this role, you will use your problem-solving skills and extensive data collection and analysis experience to work alongside stakeholders worldwide to operationalize scheduling and technology enhancements. You will partner with teams across Service Delivery, Partner Management, Talent Acquisition, Reporting and Analytics, Finance, and a host of technology teams to drive innovation across our Intuit scheduling platforms.

As a successful candidate, your passion for the customer experience and cross-functional thinking will shine through. If you are excited about making a significant impact in the world of scheduling, we invite you to apply for this challenging and rewarding opportunity.

What you'll bring

• Minimum 2 years direct Scheduling experience in fast-paced Contact Center environment
• Minimum 2 years’ experience with BI Reporting tools (Tableau / Qliksense / QuickSight)
• Must be an intermediate to expert user of various SQL flavors (PostgreSQL, Spark SQL, Trino SQL) with the ability to design and release ETLs
• Translate key performance indicators into actionable recommendations for senior leaders and Service Delivery partners
• Exceptional Storytelling skills to clearly articulate business impacts
• Ability to work in dynamic, ambiguous environment with tight deadlines and prioritize workloads
• Exceptional influencing and leadership skills required
  
  

How you will lead

• Partner with technology teams on new initiatives, including launch of scheduling and staff management capabilities.
• Participate in new global projects and initiatives such as product, skill, and contact channel rollouts.
• Manage Intuit’s Domain Expert scheduling experience.
• Build and maintain systematic and ad-hoc reporting in both the Google Suite, as well as other enterprise applications such as Tableau, Qliksense, etc.
• Coordinate with Service Delivery, Partner Management, Talent Acquisition, and Finance teams to analyze historical data, provide insights, and deliver trend and gap analyses.
• Manage daily, weekly, and monthly reporting operational mechanisms of contact center performance via Key Performance Indicators.
• Support Service Delivery & Operational teams in optimizing staff utilization and occupancy.
• Lead global process standardization initiatives.
• Utilize existing and new technology and decision support tools, including global standardization of reporting for stakeholders.
• Investigate, validate, and triage potential systems issues affecting Domain Expert’s scheduling experience.