Sr. Business Intelligence & Operational Analyst

Job DescriptionAbout 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 QualificationsExperience 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 with the ability to present data findings to both 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 with a passion for continuous improvement and operational excellence.Preferred QualificationsExperience 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.Education and Experience:Required Qualifications5–7+ years of experience in business analytics, operational reporting, business intelligence, call center analytics, digital operations, or related field.Bachelor’s degree in Business, Information Systems, Finance, Statistics, Mathematics, Computer Science, or a related field, or equivalent experience.Preferred QualificationsExperience in a highly matrixed enterprise environment supporting cross-functional analytics and operations. Experience in contact center, digital services, or shared services operations environments.#LI-VM1Pay Details:The base compensation range for this position is $100,000 - $125,000. This range reflects Acrisure's good faith estimate at the time of this posting. Placement within the range will be based on a variety of factors, including but not limited to skills, experience, qualifications, location, and internal equity.Candidates should be comfortable with an on-site presence to support collaboration, team leadership, and cross-functional partnership.Why Join Us:At Acrisure, we’re building more than a business, we’re building a community where people can grow, thrive, and make an impact. Our benefits are designed to support every dimension of your life, from your health and finances to your family and future.Making a lasting impact on the communities it serves, Acrisure has pledged more than $22 million through its partnerships with Corewell Health Helen DeVos Children's Hospital in Grand Rapids, Michigan, UPMC Children's Hospital in Pittsburgh, Pennsylvania and Blythedale Children's Hospital in Valhalla, New York.Employee BenefitsWe also offer our employees a comprehensive suite of benefits and perks, including:Physical Wellness: Comprehensive medical insurance, dental insurance, and vision insurance; life and disability insurance; fertility benefits; wellness resources; and paid sick time.Mental Wellness: Generous paid time off and holidays; Employee Assistance Program (EAP); and a complimentary Calm app subscription.Financial Wellness: Immediate vesting in a 401(k) plan; Health Savings Account (HSA) and Flexible Spending Account (FSA) options; commuter benefits; and employee discount programs.Family Care: Paid maternity leave and paid paternity leave (including for adoptive parents); legal plan options; and pet insurance coverage.… and so much more!This list is not exhaustive of all available benefits. Eligibility and waiting periods may apply to certain offerings. Benefits may vary based on subsidiary entity and geographic location.Acrisure is an Equal Opportunity Employer. We consider qualified applicants without regard to race, color, religion, sex, national origin, disability, or protected veteran status. Applicants may request reasonable accommodation by contacting View email address on click.appcast.io candidates will be required to complete post-offer verification processes related to the role and in accordance with applicable laws.California Residents: Learn more about our privacy practices for applicants by visiting the Acrisure California Applicant Privacy Policy.Recruitment Fraud: Please visit here to learn more about our Recruitment Fraud Notice.Welcome, your new opportunity awaits you.SummaryLocation: BOSTON, MA; NEW YORK; AUSTIN, TX; GRAND RAPIDS, MIType: Full time