Business Analyst

As a Business Analyst within Customer Success Strategy, Planning & Operations at Cisco, you will be part of a dynamic team dedicated to transforming complex operational data into actionable business intelligence.

You will act as a trusted business partner, collaborating closely with:

• Customer Success & Operations Leadership to deliver cadence reporting, capacity modeling, KPI scorecards, and data-driven recommendations.
• Finance & Strategy Teams to align on headcount planning, budget variance, COGs & OpEx tracking, and investment cases.
• Cross-Functional CX Teams to evaluate program efficacy, identify operational bottlenecks, and streamline business processes.
• Dashboard Developers to enhance and automate dashboards, and establish robust single-source-of-truth data governance.

Responsibilities:

• Provide data intelligence through generation of complex reports and analyses from multiple cross-functional sources to substantiate business decisions and recommendations.
• Assist Customer Success teams with data analysis using AI for business/value case development for key strategic initiatives.
• Maintain and enhance internal Customer Success tools and workflows utilizing Power BI, Power Apps, Power Automate, and the Microsoft Power Platform suite.
• Collaborate with global/regional Customer Success leaders, Ops, Finance, People & Communities, and other SMEs to translate strategic business needs into scalable solutions.
• Track and govern various aspects of Spend for Customer Success including License spend, AI tool Usage, T&E, Events etc.
• Model internal business processes and data flow, identifying critical components that affect functionality and system performance.
• Identify opportunities to leverage automation, artificial intelligence, and process improvements to increase productivity, improve user experiences, and support business transformation initiatives.

Minimum Qualifications:

• Bachelors + 5 years of related experience, or Masters +2 years of related experience
• Strong analytical/AI skills to identify trends & patterns in data and interpret, synthesize, and communicate results
• Ability to work in matrixed organizations, prioritize what is meaningful to the business and influence decision makers to achieve desired results.
• Excellent written/verbal communication and presentation skills.

Preferred Qualifications:

• Experience and understanding of CX/Services and Finance organization, processes, and policies are a strong plus
• Strong interpersonal and collaboration skills, including ability to manage multiple priorities and timelines

Benefits:

• Medical, dental and vision insurance
• 401(k) plan with a Cisco matching contribution
• Paid parental leave
• Short and long-term disability coverage
• Basic life insurance
• Paid time away (10 paid holidays per full calendar year, plus 1 floating holiday for non-exempt employees)
• Flexible vacation time off program
• Sick time off
• Additional paid time away may be requested to deal with critical or emergency issues for family members
• Optional 10 paid days per full calendar year to volunteer