Business Data Analyst 2

3 weeks ago


San Diego, United States Intuit Full time

**Overview**:
This role as Business Data Analyst for Quality of Service will be responsible for improving the effectiveness of our Live Services by analyzing Quality of Service metrics and partnering across the organization to link supporting data sets to tell the story of how we are performing for our customers and workforce. In this innovative role, your primary outcome will be providing deep, data driven insights that will enable our Life Service experts to deliver a world class customer experience. Quality of Service focuses on creating actionable insight and understanding, through the analysis of both quantitative and qualitative data, building recommendations that directly address business objectives and measure effectiveness of improvements.

**What you'll bring**:

- Experience in speech analytics (e.g. natural language processing), business operational process development and data analysis is required
- Advanced SQL and coding skills to perform data segmentation and aggregation from scratch
- Good working experience with data analytics and visualization tools.
- Evidence of statistical analysis including A/B and multivariate testing.
- Outstanding communication skills with the ability to deftly negotiate, prioritize across teams, influence decision makers and build consensus with teams.
- High degree of accountability, organization and empathy
- Experience working with Key Performance Indicator metrics such as conversion rates, user acquisition, conversion and retention and/or product usage
- Strong business acumen and exceptional analytical ability with at least 5 years of relevant experience. Experience in Financial Services or FinTech preferred
- Bachelor’s Degree in Quantitative Field or commensurate work experience. Master’s degree beneficial

**How you will lead**:

- Champion a best in class, Service experience within Live services by using speech and text analytics, business acumen and strategic understanding of the data sources and confidently deliver their interpretation and recommendations for improvement to stakeholders
- Analyze and recommend expert improvements, process enhancements or development, and/or technology enhancement recommendations that will positively impact the experience of the customer and professional workforce.
- Manage and conduct all phases of in-depth analysis: compilation, validation, analysis and presentation to business leadership
- Bias for action and a driver for results. Self-starter who looks for opportunities to connect and partner across Customer Care and drive improvement.
- Provide recommendations utilizing multiple types of data, business knowledge, and strategic assumptions when data doesn’t exist



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