Senior Business Insights Analyst

About the role

We’re searching for a Senior Business Insights Analyst to join our Business Operations team in a hybrid work location from our Chicago office.

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.

Requirements

Your experience may include:

• A 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).

Qualifications

A Bachelor's degree in Business Administration, Data Analytics, Technology, or a related field.

Skills

None specified in the job posting.

Benefits

Not specified in the job posting.

Pay

$95,000–$115,000 USD

Schedule

Hybrid work location from our Chicago office.