Business Transformation Analyst

Brightway Insurance•Jacksonville, FL

10h

About The Position

About Brightway Established in 2008, Brightway is proud to be one of the fastest-growing insurance agency systems in the United States. With over 350 franchises spanning 40+ states and an impressive $1.3 billion in annual premiums, we rank among the nation�s largest privately owned property and casualty insurance distribution companies. We support our agency owners with comprehensive back-office services, marketing resources, and continuous learning and development. We are embarking on the next stage of our customer-centric growth, driven by innovation from our talented associates and the application of cutting-edge technologies. This growth has opened doors for creative thinkers who thrive in a diverse and collaborative culture. As a Brightway team member, you'll engage in exciting projects that are reshaping the industry, working alongside a dedicated team committed to delivering exceptional customer service and safeguarding our clients' most valuable assets. Position Summary : The Business Transformation Analyst drives policy servicing improvement, automation readiness, and technology optimization across the Engagement Center (EC). This role combines core business analysis skills with a transformation focus � mapping current-state processes, preparing workflows for AI-driven and agentic process automation (APA), and representing the EC in partnership with Engineering and Product to advance the department's service delivery. The ideal candidate is highly analytical and data-driven, using operational metrics to identify the processes and workflows with the greatest opportunity for improvement. They serve as a key liaison between the EC, internal technology partners, and third-party vendors, and continuously scan for new opportunities to apply AI and automation to reduce manual work and improve customer and employee experience.

Requirements

Bachelor's degree in Business, Operations, Information Systems, or related field, or equivalent experience.
3-5 years of experience in business analysis, process improvement, transformation, or a related role.
Experience with process mapping and workflow documentation.
Strong analytical and data skills, with the ability to use metrics to identify and prioritize improvement opportunities.
Excellent communication and stakeholder management skills, including with technology and vendor partners.
Strong organizational skills with the ability to manage multiple initiatives and priorities simultaneously.
Proficiency with Microsoft Office Suite, particularly Excel, PowerPoint, and Teams.

Nice To Haves

Experience working with Engineering, Product, or Technology teams.
Familiarity with AI automation, agentic process automation (APA), or robotic process automation (RPA) tools and concepts.
Experience managing or supporting third-party vendor relationships, including SLA oversight and performance governance.
Familiarity with Agile methodologies and project management tools such as Jira, Azure DevOps, Monday.com, or similar platforms.

Responsibilities

Map current-state and future-state business processes and workflows to support transformation and automation initiatives.
Identify, evaluate, and prepare processes for AI automation and agentic process automation (APA), continuously scanning for new opportunities to improve efficiency, accuracy, and scalability.
Represent the Engagement Center in partnership with Engineering, Product, and technology teams to optimize and evolve the EC's policy administration.
Serve as a liaison to third-party vendor partners, providing goals, guidance, and leadership to drive performance, integration, and issue resolution.
Lead regular vendor performance and improvement sessions to track progress against goals and identify opportunities for enhanced service delivery.
Use analytics and operational data to identify and prioritize the processes and workflows with the greatest opportunity for improvement.
Gather, document, and validate business requirements tied to process, technology, and automation initiatives.
Coordinate project activities, timelines, deliverables, and dependencies across cross-functional teams.
Monitor progress on transformation initiatives and provide regular status updates to stakeholders and leadership.
Identify risks, issues, and roadblocks, and partner with stakeholders to develop mitigation plans.
Support testing efforts, including user acceptance testing (UAT), defect tracking, and validation of business and automation requirements.
Facilitate root-cause analysis for complex workflow or system issues and drive cross-department solutions.
Assist with change management, communication planning, training coordination, and implementation activities.
Develop and maintain process maps, standard operating procedures, project documentation, and reporting tools.