Senior Business Data Analyst

Job description

## **Overview** The Senior Business Data Analyst on Intuit's Modern Ops Expert Planning team plays a key role in how we deliver world-class customer experiences at scale. This role builds, maintains, and optimizes network plans for Intuit's Consumer Group (CG) operations — the TurboTax and TurboTax Live tax business — delivering the rigorous analysis that balances customer experience, employee experience, and cost efficiency. Working within the planning frameworks and KPI standards set for the organization, this role owns the end-to-end analysis for assigned initiatives: developing capacity models and staffing scenarios, tracking performance against plan, surfacing risks early, and turning complex data into clear, decision-ready recommendations. Operating at the intersection of data, operations, and strategy, this role collaborates closely with stakeholders across Product, Service Delivery, Partner Management, Talent Acquisition, and Finance. **Responsibilities** - Build and maintain optimized headcount, hiring, and capacity plans for assigned CG (TurboTax/TurboTax Live) initiatives, applying established planning frameworks to balance service levels, employee experience, and cost outcomes — and support business leaders with data-driven analysis for critical planning needs - Identify and track capacity risks on assigned initiatives; quantify impacts, propose mitigation options, and escalate roadblocks early with clear supporting analysis - Implement and operate KPI frameworks and success criteria; keep metrics, reporting, and decision-support infrastructure accurate, current, and trusted - Partner with internal technology teams to test, adopt, and provide structured feedback on new planning tools, data enhancements, and automation capabilities - Conduct operational impact assessments for consumer tax product, skill, and channel launches; integrate validated assumptions into capacity plans and present findings and recommendations to stakeholders - Support end-to-end resource and delivery plans in collaboration with cross-functional teams across Demand Planning, Service Delivery, Partner Management, Talent Acquisition, and Finance; produce the historical trend analyses and forward-looking demand forecasts that ground staffing decisions - Use AI/GenAI and BI tools to deliver initiative-level planning outcomes; adopt and share team best practices - Contribute to process and reporting standardization; document methodologies and identify improvement opportunities with a clear view of tradeoffs - Raise the bar on analytical quality — cross-validate findings across sources and proactively share knowledge with peers **Qualifications** - 4+ years of experience in capacity planning, workforce management, or labor modeling, including analytical ownership within complex, multi-stakeholder initiatives - Experience supporting or coordinating cross-functional workstreams in ambiguous, fast-moving environments - Advanced proficiency with Excel and SQL; working knowledge of big data tools (e.g. Redshift, Spark) and BI platforms (e.g. Tableau, Qlik) - Demonstrated ability to model capacity scenarios, apply KPI frameworks, and translate findings into clear recommendations for managers and senior stakeholders - Strong storytelling and communication skills, with the ability to present insights crisply and build alignment with stakeholders - Track record of improving analytical processes, reports, or tools adopted by the team - Exposure to AI/GenAI-assisted analytics preferred Footer 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.