Sr. Business Insights Analyst

Applied Systems, Inc.•Chicago, IL

3d•$95,000 - $115,000•Hybrid

About The Position

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 focus on partnering with stakeholders in our CX organization to analyze data from across our customer experience organization, build reporting infrastructure, and surface insights to leadership that help turn analysis into action. You'll be responsible for developing and maintaining dashboards, analyzing metrics, and presenting findings that inform strategic business decisions. The ideal candidate is self-directed, with a knack for turning ambiguous problems into structured plans, and brings a strong background in data analytics and business intelligence — including demonstrated 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. To keep us headed in the right direction, we’re looking for people who understand winning is a team sport, who value and seek to learn from our team’s diverse experiences and backgrounds, who welcome a challenge and take risks in the pursuit of creating better outcomes for our customers, and who can, at any given time, step back to laugh and have some fun.

Requirements

Minimum of five years of experience in business intelligence, data analytics, support operations analytics, or a related field.
Strong analytical skills, with demonstrated 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, with a knack for bringing structure to 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.

Nice To Haves

We encourage military members and their spouses as well as candidates without a degree or a background in tech to apply!

Responsibilities

Proactively identify opportunities to improve business operations through data analysis, work with management to scope and prioritize, and develop and execute on analytical projects to address them.
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 to improve operational outcomes.
Project manage complex analytical initiatives, partnering with cross-functional teams to execute projects with a bias to delivering results.
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, identifying trends and surfacing actionable insights.
Analyze support data to identify case trends, deflection opportunities, and agent performance drivers, tracking and reporting on key support KPIs (CSAT, first contact resolution, time to resolution, and case deflection), and present findings and improvement recommendations to stakeholders and management.
Create documentation in support of change management and to ensure smooth rollout of multifaceted reporting initiatives.