Job Overview
Location
Work from Home, United States
Job Type
Full-time
Category
Data Science
Date Posted
June 14, 2026
Full Job Description
đź“‹ Description
- • Support the Customer Experience organization by serving as the operational backbone for Customer Success and Customer Support teams within FICO’s Platform Software business.
- • Collaborate cross-functionally with Sales, Finance, and Operations teams to align operational processes with customer satisfaction goals and business objectives.
- • Develop and maintain a global operating cadence including quarterly business reviews, talent and headcount reviews, customer health assessments, and customer onboarding handoffs.
- • Design and implement reporting frameworks to track KPIs, enhance organizational visibility, and deliver actionable insights to senior leadership.
- • Ensure data integrity and hygiene across systems to enable accurate, reliable reporting and informed decision-making.
- • Analyze customer data and feedback to identify opportunities for streamlining the customer journey and improving overall experience.
- • Drive strategic initiatives focused on resourcing capacity planning, tool and system enhancements, and operational efficiency improvements.
- • Create executive-ready PowerPoint presentations that translate complex operational and analytical findings into clear, visually compelling narratives for diverse audiences.
- • Act as the primary point of contact for understanding “how things work” within the CX organization, maintaining institutional knowledge of critical metrics and processes.
- • Influence without authority by building trust and relationships with key stakeholders across global teams to drive adoption of operational improvements.
- • Lead change management efforts during organizational transitions, including communication planning, stakeholder engagement, and adoption strategies.
- • Balance strategic thinking with tactical execution—zoom out to identify big-picture opportunities while zooming in to resolve detailed operational issues.
- • Operate effectively in ambiguous environments by creating structure, process, and clarity from complexity.
- • Manage competing priorities and tight deadlines with composure, ensuring high-quality deliverables under pressure.
- • Work across multiple time zones and cultures with flexibility and cultural sensitivity to support global team collaboration.
- • Maintain a customer-obsessed mindset, connecting operational excellence directly to improved customer relationships and satisfaction.
- • Take ownership of commitments, ensuring tasks are completed accurately and on time while holding others accountable when necessary.
- • Demonstrate curiosity and detail-orientation by asking “why” and digging into data to uncover root causes and underlying trends.
- • Apply advanced Excel skills including pivot tables, complex formulas, and data analysis to extract insights from large datasets.
- • Utilize CRM systems such as Salesforce and ServiceNow to manage customer data, track interactions, and support operational workflows.
- • Possess proven project management experience in driving cross-functional initiatives from concept to completion.
- • Communicate effectively with frontline teams, managers, and executives, translating technical concepts into accessible language for non-technical audiences.
🎯 Requirements
- • Bachelor’s degree in Business, Analytics, Communications, or related field (or equivalent practical experience)
- • Advanced proficiency in Excel (pivot tables, complex formulas, data analysis)
- • Advanced PowerPoint skills for creating executive-ready presentations
- • Experience with CRM systems such as Salesforce and ServiceNow (or willingness to become an expert quickly)
- • Proven project management abilities with track record of driving cross-functional initiatives to completion
- • Experience supporting Customer Success and/or Customer Support organizations in a B2B environment
🏖️ Benefits
- • Highly competitive compensation ranging from $70,000 to $110,000 base pay
- • Inclusive culture grounded in core values: Act Like an Owner, Delight Our Customers, Earn the Respect of Others
- • Opportunities for professional development through learning experiences and career growth
- • Engaging, people-first work environment with work/life balance, employee resource groups, and social events
Skills & Technologies
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About Fair Isaac Corporation
Fair Isaac Corporation, commonly known as FICO, is a global data analytics and decision management software company. FICO provides analytics and decision management software for financial services, telecommunications, health and government, and other industries. The company is best known for its FICO Score, a credit score widely used by lenders to assess credit risk. FICO's solutions help businesses make better decisions, improve operational efficiency, and increase profitability by leveraging data and advanced analytics. Their offerings include credit scoring, fraud detection, debt collection, and customer management tools, enabling clients to manage risk and drive growth.
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