Sr. Analyst - US Customer Experience & Services

Company Description

At Intuitive, we are united behind our mission: we believe that minimally invasive care is life-enhancing care. Through ingenuity and intelligent technology, we expand the potential of physicians to heal without constraints.

As a pioneer and market leader in robotic-assisted surgery, we strive to foster an inclusive and diverse team, committed to making a difference. For more than 25 years, we have worked with hospitals and care teams around the world to help solve some of healthcare's hardest challenges and advance what is possible.

Intuitive has been built by the efforts of great people from diverse backgrounds. We believe great ideas can come from anywhere. We strive to foster an inclusive culture built around diversity of thought and mutual respect. We lead with inclusion and empower our team members to do their best work as their most authentic selves.

Passionate people who want to make a difference drive our culture. Our team members are grounded in integrity, have a strong capacity to learn, the energy to get things done, and bring diverse, real world experiences to help us think in new ways. We actively invest in our team members to support their long-term growth so they can continue to advance our mission and achieve their highest potential.

Join a team committed to taking big leaps forward for a global community of healthcare professionals and their patients. Together, let's advance the world of minimally invasive care.

Job Description

Primary Function of Position:

The Sr Analyst is the trusted business partner for the Sr. Director Customer Experience & Services North America.  This role will provide world-class analytic and decision support, so the US Customer Experience & Services team can better achieve initiatives and long-term strategy.

Roles and Responsibilities

• Proactively analyze complex business problems, data, or trends for the US Services team, including Field Services team, Tech Support team, Customer Services team, and Customer Success team.
• Provide strategic, data-driven recommendations that support Services team to be strategically-positioned.
• Demonstrates ability to manage multiple projects at the same time, and ability to prioritize and communicate / align effectively with the business partners.
• Develop presentation materials for the Services team.
• Assist to develop and track US Services team’s OGST (Objectives; Goals; Strategy; Tactics).
• Deliver Services analytic reports / cockpit, including but not limited to:
  • Automated reporting that tracks key KPIs
  • Efficiency metrics
  • Services Cost to Serve
  • Customer Phasing tool
  • FSE hours
• Works closely with other Services Finance Analytics team members for best practice sharing and consistency in reporting & analytics.

Qualifications

Required Knowledge, Skills, and Experience:

• Minimum Bachelor’s degree (ideally in business or analytics field)
• A minimum 5+ years of relevant work experience; including 2 to 3 years of relevant work experiences in data analytics (Required) 
• Strong analytical skills. Attention to detail and accuracy
• Demonstrate critical thinking skills and intellectual curiosity.  Proactively look into areas that generates insights
• Ability to navigate through ambiguous circumstances and seek solutions
• Excellent verbal and written communication skills in English.  Demonstrate ability to present, articulate analysis skillfully with business partners
• Desire to work in a dynamic, fast-paced organization. Ability to support and prioritize multiple projects
• Advanced Excel skills are required.  Business analytics skills (e.g. Tableau, SQL) a strong plus
• This role requires approx. 5-10% travel, mostly within US
• Must be willing/able to work onsite 3 days/week in our Sunnyvale, CA office

 

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Additional Information

Due to the nature of our business and the role, please note that Intuitive and/or your customer(s) may require that you show current proof of vaccination against certain diseases including COVID-19.  Details can vary by role.

Intuitive is an Equal Employment Opportunity Employer. We provide equal employment opportunities to all qualified applicants and employees, and prohibit discrimination and harassment of any type, without regard to race, sex, pregnancy, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status, genetic information or any other status protected under federal, state, or local applicable laws.

We will consider for employment qualified applicants with arrest and convictio