Join the Intuit Customer Success team as a Staff Business Data Analyst focused on customer

journey operations. In this role, you will own the analytics and implementation charter for case

management and work item management — translating Intuit's customer journey transformation

strategy into working data products, dashboards, and operational models.

As a Staff BDA, you will lead complex programs that translate business challenges into

analytical frameworks and drive implementation end-to-end. You will partner closely with Data

Engineering, Product Management, and Strategy teams to build the measurement

methodologies and operational models that inform high-stakes business decisions. The

expectation is full operational ownership: you define the framework, coordinate across US and

India stakeholders, drive implementation to completion, and own the outcomes.

Responsibilities

Case Management and Customer Journey Implementation: Partner with business

systems, product, and data engineering teams to implement the target-state case

management system — connecting front-office contacts, back-office activities, and

handoffs into a unified customer journey. Translate business requirements into

operational models and dashboards. Drive milestones and maintain accountability

across teams.

Work Item Management Framework: Build the operational framework to track and

manage work items outside live customer interactions — case follow-up, back-office

processing, and handoff tasks. Define routing logic, SLA structures, and throughput

metrics.

Customer Journey KPI Design: Design and own the KPI framework for customer

journey health — including Time to Resolution, First Contact Resolution, Repeat Contact

Rate, and escalation rate. Integrate resolution signals into operational dashboards and

produce regular reports for senior leadership and cross-functional stakeholders.

Operational Analytics and Reporting: Build and maintain dashboards and analytical

reports using Intuit's BI and monitoring tools. Ensure accuracy and integrity across all

outputs, with clear documentation of data sources and methodology.•

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Cross-Functional Program Coordination: Serve as the India-based operational

counterpart to US-based product, engineering, and analytics teams. Coordinate

requirements, timelines, and delivery milestones across time zones. Own stakeholder

communications and produce regular updates for Director-level review.

Advanced Insights and Executive Storytelling: Convert data findings and operational

trends into executive-ready narratives — charts, briefs, and memos — that influence

senior Customer Success leadership decisions.

AI and GenAI Integration: Work alongside AI-powered business intelligence tools and

partner with the AI team to automate business processes and surface operational

insights.

Qualifications

Education: Bachelor's degree in Engineering, Business, or a related field. An MBA or

postgraduate qualification in Business Administration or Operations is strongly preferred.

Experience: 10 or more years of progressive experience in program management,

business operations, or operational analytics, with a proven track record of owning

cross-functional programs end-to-end. Experience in a customer-facing operations or

contact centre environment is a strong advantage.

Operational Ownership: Demonstrated ability to take full charter ownership — defining

frameworks, coordinating across teams, driving implementation, and owning outcomes.

Data Fluency: Ability to work confidently with data to produce operational reports, track

KPIs, and build dashboards. Proficiency in Excel or Google Sheets for data manipulation

is expected. Working knowledge of SQL is an advantage.

BI and Reporting Tools: Proficiency in business intelligence tools such as Qlik,

Tableau, Grafana, or equivalent, including building and maintaining dashboards.

Program and Stakeholder Management: Experience coordinating multi-team

programs across geographies, managing business requirements, and communicating

progress to senior stakeholders in a matrixed environment.

KPI Framework Design: Ability to translate ambiguous business problems into defined,

measurable analytical frameworks. Experience with customer journey metrics such as

First Contact Resolution or Time to Resolution is preferred.

Communication: Exceptional verbal and written communication skills in English, with

the ability to present complex operational findings clearly to senior leadership across

India and the US.

Working Hours Flexibility: Comfortable with regular overlap with US Pacific time for

stakeholder coordination.

Intuit provides a competitive compensation package with a strong pay for performance rewards approach. This position may be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs (see more about our compensation and benefits at Intuit®: Careers | Benefits). Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing fair pay for employees, Intuit conducts regular comparisons across categories of ethnicity and gender.