Sr. Business Intelligence & Operational Analyst

Acrisure•Boston, MA

2d•$100,000 - $125,000•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 decision-making, process improvement, and strategic initiatives. The role works 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 role calls for strong business acumen, analytical expertise, and operational knowledge, particularly in customer service, contact center, digital operations, or shared services environments. It is responsible for supporting data accuracy, managing large-scale reconciliation efforts, identifying reporting discrepancies, and delivering insights that support business growth and operational excellence. Candidates should be comfortable with an on-site presence to support collaboration, team leadership, and cross-functional partnership.

Requirements

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.
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 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, including the 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.

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 key performance indicators, reporting standards, scorecards, and operational performance frameworks across the organization.
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 that inform 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.
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 to help leaders make faster, more informed decisions.
Act as a subject matter expert on business performance, reporting strategy, operational analytics, and data quality management.