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
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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.
