Role Description
Dropbox is seeking an AI Business Analyst to join our Customer Experience & Support (CXS) – Knowledge Experience & Platforms (KXP) team. This role serves as the portfolio owner for KXP’s AI readiness, ensuring our scaled support ecosystem, spanning content, tooling, and workflows, is optimized, measurable, and ready for the next generation of AI innovation.
As the AI Business Analyst, you’ll act as a strategic operator and analyst, connecting the dots across internal systems (internal tools and content knowledge bases) and external surfaces (Help Center, Customer Academy, and Community). You’ll review tooling, analyze performance, evaluate vendors, and guide prioritization of AI readiness projects that improve efficiency, scalability, and customer outcomes. Your work will directly contribute to reducing support costs, improving self-service success rates, and driving customer satisfaction through AI-powered experiences.
You bring a builder’s mindset; energized by new challenges, motivated to improve systems and tools for others, and unafraid to experiment and learn along the way.
This role combines analytical depth with systems thinking and cross-functional collaboration. You’ll turn complex data into actionable insights, guide AI readiness projects from strategy through delivery, and build frameworks that help Dropbox scale its support ecosystem for the future.
Responsibilities
- Analyze how Dropbox’s content, platforms, and tooling interact across surfaces to identify gaps and opportunities for AI optimization.
- Advise leadership with data-backed, opinionated recommendations that guide platform and content strategy to improve AI readiness and ROI.
- Lead and execute AI readiness projects from analysis through implementation, ensuring recommendations translate into measurable operational improvements.
- Build dashboards, reports, and models that track AI performance and surface actionable insights across CXS, Product, and AI partner teams.
- Evaluate and benchmark vendors, tools, and automation solutions to guide strategic investment and prioritization decisions.
- Collaborate with content platform owners to ensure knowledge architecture and metadata frameworks enable effective AI retrieval and optimization.
- Document and share emerging best practices and industry standards to keep Dropbox at the forefront of AI-enabled support and continuous improvement.
Requirements
- 8 years of experience in business analysis, analytics, or platform strategy within a SaaS or technology environment.
- Demonstrated ability to translate data insights into business strategy and influence prioritization and resource allocation decisions.
- Deep understanding of content management systems (CMS), knowledge base platforms, or learning systems and their back-end structures.
- Familiarity with AI or machine learning systems used in customer experience, support, or knowledge management contexts.
- Strong systems thinking — connects workflows, content frameworks, and tooling to measurable business outcomes.
- Builds strong cross-functional relationships, communicates complex information clearly, and drives alignment across teams.
- Demonstrates a bias for action, operates autonomously in a fast-moving environment, and approaches problem solving with curiosity, experimentation, and a drive to improve systems for others.
Preferred Qualifications
- Experience with AI-driven support ecosystems, including chatbots, self-service optimization, or automation frameworks.
- Knowledge of data modeling, experimentation design, or statistical analysis methods.
- Demonstrated success leading cross-functional initiatives that deliver measurable improvements in efficiency, quality, or customer satisfaction.
- Ability to design and implement scalable frameworks for content structuring, tagging, and retrieval to support AI consumption and knowledge management.
Compensation