Sr. Business Insights Analyst

Job Description

Transforming the insurance industry is ambitious, we know. That’s why at Applied, we’re building a team that shows up every day ready to learn, willing to try new things, and driven to deliver innovative software and services that make us indispensable to our customers – all within a culture built on values that make us indispensable to each other too. With 40+ years of experience in the Insurtech game, we’re not just redefining what’s achievable, we’re creating a place where amazing career moments are made possible.

We’re searching for a Senior Business Insights Analyst to join our Business Operations team in a hybrid work location from our Chicago office. In this role, you will primarily partner with stakeholders in our CX organization to analyze data from across the customer experience organization, build reporting infrastructure, and surface insights to leadership that help turn analysis into action. You’ll develop and maintain dashboards, analyze metrics, and present findings that inform strategic business decisions.

The ideal candidate is self‑directed, turns ambiguous problems into structured plans, and has a strong background in data analytics and business intelligence, including experience building reporting solutions in a CX/Support or Operations environment. You’re also comfortable putting AI to work in your analysis, using it to move faster and sharpen the quality of your insights.

• Proactively identify opportunities to improve business operations through data analysis, scope and prioritize projects, and lead analytical initiatives.
• Partner with cross‑functional teams including Support, Product Operations, and Engineering to develop, enhance, and maintain reporting solutions and dashboards, develop performance insights, and implement data‑driven strategies.
• Project‑manage complex analytical initiatives, delivering results with a bias for action.
• Contribute to the strategic planning of CX initiatives based on data‑driven insights, including capacity planning, staffing models, and channel optimization.
• Design and maintain detailed dashboards and scorecards that track key metrics across the customer lifecycle, identify trends, and surface actionable insights.
• Analyze support data to identify case trends, deflection opportunities, and agent performance drivers; track and report on key support KPIs (CSAT, first contact resolution, time to resolution, case deflection); present findings and recommendations to stakeholders and management.
• Create documentation to support change management and ensure smooth rollout of multifaceted reporting initiatives.

• Minimum of five years of experience in business intelligence, data analytics, support operations analytics, or a related field.
• Strong analytical skills, with the ability to collect, model, and analyze large datasets and translate findings into clear, actionable insights for all levels of the business.
• Experience building and maintaining dashboards and reports focused on support or operational metrics (e.g., CSAT, TTR, FCR, case volume trends, capacity models).
• Ability to lead and project‑manage complex cross‑functional initiatives with a focus on data quality, reporting accuracy, and actionable outcomes.
• Comfortable operating independently and structuring ambiguous problems.
• Exceptional written and verbal communication skills, with the ability to present complex data clearly to both technical and non‑technical audiences.
• Strong PowerPoint and Excel capabilities.
• Proficiency with Salesforce Service Cloud and BI/analytics tools (e.g., Alteryx, Tableau, Power BI, Pendo).
• Bachelor’s degree in Business Administration, Data Analytics, Technology, or a related field.

• Medical, Dental, and Vision Coverage
• Holiday and Vacation Time
• Health & Wellness Days
• A Bonus Day for Your Birthday

Our targeted starting base salary in the United States for this position ranges from $95,000–$115,000 USD. Compensation may also include bonus and commission plans, depending on role and performance.

Our candidates’ personal information and online safety are top of mind for us. At Applied, we proactively protect your personal information and only communicate with candidates via a secure  email or through our official careers portal. Recruiters will never request payments, ask for financial account information or sensitive information like social security numbers.

Applied Systems is proud to be an Equal Employment Opportunity Employer. Diversity and Inclusion is a business imperative and is a part of building our brand and reputation. At Applied, we don’t discriminate, and we are committed to recruit, develop, retain, and promote regardless of race, religion, color, national origin, sexual orientation, gender identity, disability, age, veteran status, and other protected status as required by applicable law.