Customer Service Business Analyst

Fortune Brands Innovations, Inc. is an industry-leading innovation company focused on creating smarter, safer and more beautiful homes and improving lives. Our driving purpose is that we elevate every life by transforming spaces into havens. We believe our work and our brands can have incredibly positive impacts for not just our business and shareholders, but for people and the planet, too.

When you join Fortune Brands, you become part of a high-performing team who are empowered to think big, learn fast and make bold decisions. We support an inclusive and diverse culture where everyone is encouraged and empowered to be their authentic selves, and where our differences and unique perspectives are a key strength.

Explore life at Fortune Brands here.

We are seeking a highly motivated and analytical Business Analyst to support our FBIN B2B (Business-to-Business) customer service team. The ideal candidate will possess strong problem-solving skills and a keen ability to analyze data, identify trends, and translate business requirements into actionable solutions. This role plays a critical part in optimizing customer service processes, improving operational efficiency, and ensuring exceptional service delivery to our B2B customers.

Key Responsibilities:

Data Analysis & Reporting:

• Collect, analyze, and interpret customer service data to identify trends, issues, and opportunities for process improvement.
• Develop, Document, and Deliver regular reports to key stakeholders, providing insights into service metrics, performance, and areas for improvement.
• Create dashboards and other data visualization tools to communicate key insights on a monthly basis -clearly and effectively. This includes order, call, and communications management along with team scorecards
• Support cost per contact analysis and data visualization

Process Optimization:

• Support projects that provide opportunities for operational enhancements.
• Recommend and implement process improvements to increase the efficiency and effectiveness of the B2B customer service team.
• Support the design and optimization of customer service strategies, ensuring they align with business goals and enhance the customer experience.

Customer Experience Improvement:

• Use data-driven insights to identify opportunities to enhance the customer journey, minimize service disruptions, and increase satisfaction levels.
• Provide recommendations to improve the overall customer experience, leveraging both quantitative and qualitative data.

AD HOC Support

• Work with the B2B customer service team to understand business needs, gather requirements for system improvements, and support the implementation of new tools or technologies.
• Document business requirements and work with IT and other departments to ensure that they are met.
• Support Quality Monitoring and Scorecards
• Collaborate with cross-functional teams, including sales, operations, and IT, to ensure seamless integration of customer service processes with other departments.

• Bachelor’s degree in Business, Information Technology, or a related field.
• 5+ years of experience as a Business Analyst, preferably in a B2B environment or supporting a customer service team.
• Strong analytical skills with the ability to extract insights from large data sets and translate findings into actionable business recommendations.
• Experience with customer service metrics, performance tracking, and data analysis tools (e.g., CX1, Excel, Power BI, Tableau, etc.).
• Solid understanding of B2B customer service processes and best practices.
• Excellent communication and interpersonal skills, with the ability to collaborate across various teams.
• Experience with process improvement methodologies such as Lean, Six Sigma, or Agile is a plus.
• Ability to work independently and manage multiple priorities effectively. 
• Experience in creating and delivering presentations to leaders
• Strong problem-solving skills and attention to detail.

Fortune Brands believes in fair and equitable pay. A reasonable estimate of the base salary range for this role is $63,000 - $95,000 USD. Please note that actual salaries may vary within the range, or be above or below the range, based on factors including, but not limited to, education, training, experience, professional achievement, business need, and location. In addition to base salary, employees will participate in either an annual bonus plan based on company and individual performance, or a role-based sales incentive plan.

At Fortune Brands Innovations, we support the overall health and wellness of our associates by offering comprehensive, competitive benefits that prioritize all aspects of wellbeing and provide flexibility for our teammates’ unique needs. This includes robust health plans, a market-leading 401(k) program with a company contribution, product discounts, flexible time off benefits (including half-day summer Fridays per policy), inclusive fertility / adoption benefits, and more. We offer numerous ERGs (Employee Resource Groups) to support inclusivity and our associates’ feeling of belonging at work.

Fortune Brands Innovation (FBIN) is built on industry-leading brands and innovation within our operating segments: water, outdoors and security. We have an impressive track record of strong financial results, market outperformance and growth, which translates into career and professional growth opportunities for associates. Please visit our website at fbin.com to learn more.

Equal Employment Opportunity

FBIN is an equal opportunity employer. FBIN evaluates qualified applicants without regard to race, color, religion, sex, gender identity or expression, national origin, ancestry, age, disability/handicap status, marital status, protected veteran status, sexual orientation, genetic history or information, or any other legally protected characteristic.

We are committed to a diverse and inclusive workplace and encourage applicants from all backgrounds to apply. To support our efforts, we invite you to voluntarily share your gender, ethnicity, and veteran status. This information is confidential and helps us ensure an inclusive hiring process and improve our diversity initiatives.

Reasonable Accommodations

FBIN is committed to working with and providing reasonable accommodations to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application or interview process, please contact us at [email protected] and let us know the nature of your request along with your contact information.