Sr. Business Intelligence & Operational Analyst

Job Description About Acrisure A global fintech leader, Acrisure empowers millions of ambitious businesses and individuals with the right solutions to grow boldly forward. Bringing cutting-edge technology and top-tier human support together, we connect clients with customized solutions across a range of insurance, reinsurance, payroll, benefits, cybersecurity, mortgage services – and more. In the last twelve years, Acrisure has grown in revenue from $38 million to almost $5 billion and employs over 19,000 colleagues in more than 20 countries.

Acrisure was built on entrepreneurial spirit. Prioritizing leadership, accountability, and collaboration, we equip our teams to work at the highest levels possible.

Job Summary:

As part of the Acrisure Digital Services (ADS) and Digital Solutions organization, this role serves as a key business partner responsible for leveraging data, reporting, and analytics to support operational decision-making, process improvement, and strategic initiatives. The position collaborates closely with the Analytics organization, business leaders, operations teams, and technology partners to identify business needs, define reporting requirements, and deliver actionable insights that improve performance across digital and call center operations.

The ideal candidate brings strong business acumen, analytical expertise, and operational knowledge, particularly within customer service, contact center, digital operations, or shared services environments. This role is critical in ensuring data accuracy, managing large-scale reconciliation efforts, identifying reporting discrepancies, and delivering insights that support business growth and operational excellence.

Responsibilities:

Own and drive the business intelligence and operational analytics roadmap for ADS and Digital Solutions. Establish and govern key performance indicators, reporting standards, scorecards, and operational performance frameworks across the organization. Lead the design and delivery of executive dashboards and reporting solutions that provide visibility into operational performance, customer experience, productivity, service delivery, quality, and growth objectives.  Serve as the primary business owner for operational reporting within the ADS team, including analytics requirements and data-driven performance measurement.

Drive organizational accountability through meaningful business metrics, trend analysis, and performance insights.  Lead large-scale data reconciliation, validation, and remediation initiatives to improve reporting accuracy and data integrity. Establish processes and controls to proactively identify, investigate, and resolve data discrepancies across systems, reporting platforms, and operational workflows. Translate business strategies and operational objectives into measurable analytics programs and actionable reporting solutions.

Deliver strategic insights and recommendations that influence leadership decisions, operational priorities, workforce planning, and business investments. Identify opportunities to improve operational effectiveness, reduce inefficiencies, and optimize business performance through analytics and process improvement initiatives. Champion data governance, reporting consistency, and data quality standards across ADS and Digital Solutions. Partner with business leaders, technology teams, and the Analytics organization to prioritize and execute high-impact analytics initiatives.

Leverage advanced analytics, AI-enabled tools, and data visualization technologies to transform complex data into actionable business intelligence. Drive adoption of self-service reporting and analytics capabilities that empower leaders to make faster, more informed decisions. Act as a subject matter expert on business performance, reporting strategy, operational analytics, and data quality management.

Requirements:

Required Qualifications Experience supporting contact center, customer service, shared services, digital operations, or business operations teams. Proven experience working directly with business stakeholders to define requirements and translate business needs into reporting and analytics solutions. Strong experience with operational reporting, KPI development, performance measurement, and executive-level dashboards. Demonstrated experience conducting large-volume data reconciliation, discrepancy reporting, data validation, and data cleanup activities.

Advanced Excel skills.

Experience with reporting and…