FICO (NYSE: FICO) is a leading global analytics software company, helping businesses in 100+ countries make better decisions. Join our world-class team today and fulfill your career potential!
The Opportunity
As a Business Operations Analyst, supporting our Customer Experience organization, where you'll play a pivotal role in enhancing the customer journey within our Platform Software business. At FICO, we are customer obsessed and established an organization of 1000 colleagues who support our customers. This role is the operational backbone of our CX organization, dedicated to helping us establish operational excellence. You'll collaborate closely with cross-functional teams to develop plans that prioritize customer satisfaction while achieving business objectives.
What You’ll Contribute
Cross-team collaboration: Provide operational support for the Customer Success and Customer Support organizations, working collaboratively with members of these functions plus Sales, Finance, and other Operations teams.
AI & Automation: Champion an AI-first approach to operations by identifying opportunities to leverage AI tools (e.g., generative AI, predictive analytics, automation platforms) to streamline workflows, enhance reporting, and improve the customer journey.
Intelligent Insights: Use AI-assisted analytics tools to surface trends, forecast customer health, and generate insights that inform strategic decisions across the CX organization.
Strategic Initiative Leadership: Prioritize and orchestrate strategic initiatives that drive growth and improve business performance (e.g., improving resourcing capacity planning, streamlining the customer journey, improving tools and systems).
Global Operating Cadence: Develop content to support a global operating cadence including quarterly business reviews, talent and headcount reviews, customer health reviews, and customer onboarding handoffs.
Strategic Planning: Support customer analysis, resource planning, compensation design, and other strategic efforts while enabling Customer Success to achieve their targets.
KPI Tracking & Reporting: Track KPIs and build reporting frameworks — including AI-enhanced dashboards and automated reporting — to enhance visibility, monitor organizational performance, and provide senior leadership with actionable insights.
Data Integrity: Ensure data integrity and hygiene to enable reliable reporting and effective decision-making.
Customer Problem Solving: Help teams problem-solve to improve customer relationships and provide operational support to reduce noise that takes away from building healthy customer partnerships.
Customer Journey: Capture customer feedback and identify new ways to streamline the customer journey.
Stakeholder Relationships: Build relationships with key stakeholders to influence and improve the customer experience.
Prompt Engineering & AI Tooling: Apply effective prompt engineering and work with AI platforms (e.g., Microsoft Copilot, FICO’s Isaac, or other LLM-based tools) to accelerate content creation, data synthesis, and stakeholder communications.
What We’re Seeking
Experience in business operations, analytics, program management, or related roles. Direct experience supporting Customer Success and/or Customer Support organizations in a B2B environment is a plus.
Strong analytical skills with advanced proficiency in Excel (pivot tables, complex formulas, data analysis) and experience using AI-powered tools to enhance data analysis and reporting workflows.
Advanced PowerPoint skills with ability to create executive-ready presentations that translate complex challenges into clear, visually compelling narratives for diverse audiences.
Experience with CRM systems, particularly Salesforce and ServiceNow (or willingness to become an expert quickly).
Proven project management abilities with a track record of driving cross-functional initiatives to completion.
Excellent communication skills — you can translate complex data into clear narratives for diverse audiences, from frontline teams to executives.
Demonstrated ability to build structure in ambiguous environments — you’re comfortable working through ambiguity, flexible, adaptable, and able to respond to shifting and competing priorities.
Collaborative mindset with ability to influence without authority and build trust across teams.
Change management expertise with ability to guide teams through organizational transitions, including stakeholder engagement, communication planning, and adoption strategies that drive sustainable transformation.
Familiarity with AI tools and platforms (e.g., generative AI assistants, AI-powered CRM features, automation tools like Power Automate or similar) and a demonstrated willingness to adopt and champion new AI capabilities.
Experience using AI to accelerate analytical work — such as using AI tools for data summarization, pattern recognition, or drafting executive communications — is a strong plus.
Bachelor’s degree in Business, Analytics, Communications, or related field (or equivalent practical experience).
Able to fluently communicate in English and Portuguese.
Our Offer to You
An inclusive culture strongly reflecting our core values: Act Like an Owner, Delight Our Customers and Earn the Respect of Others.
The opportunity to make an impact and develop professionally by leveraging your unique strengths and participating in valuable learning experiences.
Highly competitive compensation, benefits and rewards programs that encourage you to bring your best every day and be recognized for doing so.
An engaging, people-first work environment offering work/life balance, employee resource groups, and social events to promote interaction and camaraderie.
#LI-FD1
Why Make a Move to FICO?
At FICO, you can develop your career with a leading organization in one of the fastest-growing fields in technology today – Big Data analytics. You’ll play a part in our commitment to help businesses use data to improve every choice they make, using advances in artificial intelligence, machine learning, optimization, and much more.
FICO makes a real difference in the way businesses operate worldwide:
Global trends toward digital transformation have created tremendous demand for FICO’s solutions, placing us among the world’s top 100 software companies by revenue. We help many of the world’s largest banks, insurers, retailers, telecommunications providers and other firms reach a new level of success. Our success is dependent on really talented people – just like you – who thrive on the collaboration and innovation that’s nurtured by a diverse and inclusive environment. We’ll provide the support you need, while ensuring you have the freedom to develop your skills and grow your career. Join FICO and help change the way business thinks!
Learn more about how you can fulfil your potential at www.fico.com/Careers
FICO promotes a culture of inclusion and seeks to attract a diverse set of candidates for each job opportunity. We are an equal employment opportunity employer and we’re proud to offer employment and advancement opportunities to all candidates without regard to race, color, ancestry, religion, sex, national origin, pregnancy, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. Research has shown that women and candidates from underrepresented communities may not apply for an opportunity if they don’t meet all stated qualifications. While our qualifications are clearly related to role success, each candidate’s profile is unique and strengths in certain skill and/or experience areas can be equally effective. If you believe you have many, but not necessarily all, of the stated qualifications we encourage you to apply.
Information submitted with your application is subject to the FICO Privacy policy at https://www.fico.com/en/privacy-policy
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