Sr. Business Intelligence & Operational Analyst

Acrisure•Boston, MA

22h•Onsite

About The Position

As part of Acrisure Digital Services (ADS) and the Digital Solutions organization, the Sr. Business Intelligence & Operational Analyst is a key business partner who uses data, reporting, and analytics to support operational decisions, process improvement, and strategic initiatives. The role collaborates 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 position calls for strong business acumen, analytical expertise, and operational knowledge, particularly in customer service, contact center, digital operations, or shared services environments. It also supports data accuracy, large-scale reconciliation, identification of reporting discrepancies, and insights that promote business growth and operational excellence. The analyst owns the business intelligence and operational analytics roadmap for ADS and Digital Solutions; establishes KPIs, reporting standards, scorecards, and performance frameworks; and leads development of executive dashboards and reporting solutions. The role leads data reconciliation, validation, remediation, and quality initiatives; translates business strategies into measurable analytics programs; and provides insights and recommendations for leadership decisions, operational priorities, workforce planning, and investments. It also partners across business, technology, and analytics teams, uses advanced analytics and visualization technologies, promotes self-service reporting, and serves as a subject matter expert in performance, reporting strategy, operational analytics, and data quality. The position requires an on-site presence to support collaboration, team leadership, and cross-functional partnership. The base compensation range is $100,000–$125,000, with placement based on factors including skills, experience, qualifications, location, and internal equity.

Requirements

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.
Advanced Excel skills.
Experience with reporting and visualization tools such as Power BI and Tableau.
Experience working with SQL, data analysis tools, and large datasets from multiple business systems.
Experience collaborating with enterprise analytics, technology, and operational teams in a matrixed environment.
Strong communication skills and ability to present data findings to technical and non-technical audiences.
Strong problem-solving, organizational, and project management skills.
Ability to identify trends, investigate anomalies, and provide actionable recommendations to improve business performance.
Customer-focused mindset and passion for continuous improvement and operational excellence.
5–7+ years of experience in business analytics, operational reporting, business intelligence, call center analytics, digital operations, or a related field.
Bachelor’s degree in Business, Information Systems, Finance, Statistics, Mathematics, Computer Science, or a related field, or equivalent experience.

Nice To Haves

Experience leveraging advanced analytics, AI-enabled tools, and data visualization technologies.
Experience driving self-service reporting and analytics adoption across an organization.
Experience establishing or maturing data governance, reporting standards, and data quality frameworks.
Experience influencing executive-level decision-making through analytics and insights.
Experience in a highly matrixed enterprise environment supporting cross-functional analytics and operations.
Experience in contact center, digital services, or shared services operations environments.

Responsibilities

Own and drive the business intelligence and operational analytics roadmap for ADS and Digital Solutions.
Establish and govern KPIs, reporting standards, scorecards, and operational performance frameworks.
Lead the design and delivery of executive dashboards and reporting solutions covering 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 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 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 to inform leadership decisions, operational priorities, workforce planning, and business investments.
Identify opportunities to improve operational effectiveness, reduce inefficiencies, and optimize performance through analytics and process improvement.
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.
Use advanced analytics, AI-enabled tools, and data visualization technologies to turn complex data into actionable business intelligence.
Drive adoption of self-service reporting and analytics capabilities.
Act as a subject matter expert on business performance, reporting strategy, operational analytics, and data quality management.