Staff Business Data Analyst
IT, Data Science
Bengaluru, Karnataka, India
Company Overview
Intuit is the global financial technology platform that powers prosperity for the people and communities we serve. With approximately 100 million customers worldwide using products such as TurboTax, Credit Karma, QuickBooks, and Mailchimp, we believe that everyone should have the opportunity to prosper. We never stop working to find new, innovative ways to make that possible.
Job Overview
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.