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Job Details

2020-16214 -

Staff Business Systems Analyst

Location(s): San Diego, California - Tucson, Arizona
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Intuit is a mission-driven, global financial platform company that gives everyone the opportunity to prosper. With products like TurboTax, QuickBooks and Mint, we’re using technology to build solutions to challenging financial problems for millions of people around the world.

Overview

Intuit's Customer Success team within the Consumer Group is transforming the industry with a suite of high-touch professional services powered by data-driven, technology-lead operations and a distributed professional workforce.We are seeking an experienced and collaborative Staff Business Systems Analyst to help define and drive implementing new tool capabilities and transform customer success into a world class, service-centric organization that is never satisfied losing a customer.

In this Staff Business Systems Analyst role, you’ll partner with business owners and cross functional teams to launch intelligent inbound and outbound customer contact capabilities to enable experts to deliver targeted personalized service recovery and win-back programs using disruptive offers to retain and reacquire at-risk customers.

What you'll bring

·       BS or MS in Computer Science, Engineering, Information Systems or related field, or equivalent experience

·       5+ years of experience in technical BSA or product management role

·       3+ years operational experience and strong aptitude in all aspects of operations—leading people, process, and technology

·       Strong analytical skills and data driven mindset--ability to identify key metrics and use data insights to drive business priorities, identify opportunities, and implement solutions

·       Strong technical aptitude required—software/services development experience a plus, along with integrating data across various platforms

·       Experience building and driving a durable roadmap (1-3 year outlooks) and ability to decompose it into requirements across enterprise platforms and operational processes

·       Ability to balance short and long term solutions and relentlessly prioritize the most critical work

·       Experience and great track record of partnering with engineering teams in an agile development environment, with experience driving grooming, planning and capacity planning

·       Skilled at creating compelling business cases and comfortable navigating large and complex organizations to influence and gain stakeholder buy-in

·       Results-focused with an aptitude for handling multiple and changing priorities efficiently and effectively

·       Deep customer empathy (internal/external) and curiosity

·       Outstanding communication skills (written/verbal), presentation and facilitation skills-can effectively frame technical discussions to a non-technical audience with high impact

·       Passion for excellence, highly self-motivated and has the desire to have a significant impact on the business

·       Ability to rapidly troubleshoot and assess severity of real time issue impacting contact center

·       Experience with call center customer interaction systems and tools (Amazon Connect, Salesforce, Content Management, ect.)

How you will lead

·       Collaborate with a team of top engineers, designers, marketers, analysts and care business partners to align and define long term capability strategies that align with our strategic goals for proactively retaining and winning back customers

·       Develop capabilities roadmaps and define end to end system requirements to solve the greatest needs, including data integrations across various internal and 3rd party platforms.

·       Provide requirements for partner scrum teams, drive prioritization and approach of end to end execution across all internal and external partners

·       Gather end user feedback and incorporates back into solution design and development

·       Conduct UAT (often after business hours) for releases related to areas of responsibility

·       View/analyze real-time and historical statistics with the goal of enhancing existing designs to meet measurements/goals

·       Ensure data within and across systems is available for timely performance analysis of systems and processes to assist with business decisions

·       Evaluate application system functionality, identify gaps, and measure solution impact to business operations/strategy

·       Partner with business leaders to gather business insights, understand business problems to solve key customer pain points

·       Work with key stakeholders to identify and work against key success metrics

·       Define MVP experiences, create learning plans, and quickly test, measure, and iterate based on outcomes

·       Create visibility in partnership with business leaders into long term roadmaps, progress, demo’s, and KPI’s through group share outs and stakeholder updates

·       May be required to be on call 24-7, providing first responder systems support

 

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Conrad Intuit employee
"Working at Intuit is satisfying because our goal is not to get customers to spend as much time on our products. We want to make their financial lives easier whether it's filling out taxes or helping small businesses operate. It's a great combination of experimenting with new technology while also staying close to tangible problems for real people."
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Alexandria Intuit employee
"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."
Emily at work
Emily Intuit employee
"One of the things that stands about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."
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Troy Intuit employee
"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."
Photo of Natalie
Natalie Intuit employee
"I really felt drawn to Intuit because it's a place where I feel like I can make super meaningful impact on customers’ lives and their day-to-day. Finances are tricky and it’s emotional and stressful, and if I can help lift that burden off of someone, I feel like it’s worth it."
Emily at work
Emily Intuit employee
"One of the things that stands out about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."
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Heather Intuit employee
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Alexandria Intuit employee
"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."
Troy at work
Troy Intuit employee
"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."
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Alexandria Intuit employee
"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."
Emily at work
Emily Intuit employee
"One of the things that stands out about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."
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"One of my favorite aspects of this role is that my work is helping small business owners achieve their business goals by solving complex financial problems. It's gratifying to know that the work that I'm doing directly impacts consumers and makes their lives easier so that they can focus their energy on growing their business."
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Troy Intuit employee
"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."
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