Business Analyst

Goosehead Insurance; United States; On-site; USD 85,000 - 125,000; Full time

Job summary

Goosehead Insurance is turning its in-house Service organization into a product and seeking a Business Analyst to size the opportunity, track performance, and help build the playbook that lets us stand it up, scale it, and run it well.

This is a hands-on operations analytics role, working close to the data and the team, setting targets, monitoring progress, and supporting leadership with concrete numbers.

Qualifications

• 3+ years in business analysis or FP&A in services, operations, or contact-center-adjacent environments.
• Advanced Excel modeling from scratch, not just editing existing work.
• Ability to turn messy data into clear insights and actionable recommendations.
• Strong communication skills to brief VPs and team leads with the right audience.
• Experience with SQL or BI tools is a plus.
• Experience supporting service or operations teams around performance management or SLAs.

Responsibilities

• Build and maintain sizing models informing staffing, capacity, and pricing as we onboard new brokerage partners.
• Own the operational dashboards and KPIs for the sub-servicing team and provide visibility to leaders.
• Track team and individual performance and partner with leads to translate numbers into coaching and staffing decisions.
• Help design and refine the playbook for standing up sub-servicing, onboarding clients, ramping staff, and defining SLAs.
• Analyze operational data (volumes, handle times, error rates, client satisfaction) to identify time/quality losses and propose fixes.
• Support pricing and unit economics work to translate costs into what we charge.
• Build reporting for brokerage clients to establish trust in the data.
• Collaborate with Service leadership, Operations, Finance, and Technology to turn analysis into real-world changes.
• Maintain clear, actionable spreadsheets and concise one-pagers.

Skills

Excel

Data analysis

Communication

Problem-solving

Ownership

Tools

SQL

Tableau

Power BI

Looker

Salesforce reporting

Job description

Goosehead Insurance is redefining the insurance brokerage industry with a vibrant, fast-paced culture built on innovation, agility, and exponential growth. As one of America’s fastest-growing independent insurance agencies, Goosehead leverages cutting-edge technology (both proprietary and third-party) and data-driven strategies to transform the client experience.

Despite being a public company, Goosehead maintains its entrepreneurial spirit and startup mentality. This creates endless opportunities for team members eager to make an impact, drive strategic initiatives, and shape the future of the insurance landscape.

We cultivate a collaborative, high-energy environment where leaders are empowered to take bold decisions and build remarkable teams. At Goosehead, ambition meets fun as we scale rapidly and challenge conventional industry norms, setting new standards for excellence. This is a place where employees can really craft their careers - endless opportunities!

About the Role

Goosehead is turning its in-house Service organization into a product: we're packaging our servicing capability and offering it to other P&C brokerages as a sub-servicing solution. As the Business Analyst on this team, you'll be the analytical backbone of that new business - sizing the opportunity, tracking performance, and helping build the playbook that lets us stand it up, scale it, and run it well.

This is a hands-on operations analyst role, not a consulting role. You'll spend your days in the data, close to the team doing the work, and close to the leaders making the calls. You'll help set targets, monitor how we're doing against them, surface where things are breaking, and support performance conversations with concrete numbers. You'll also help design the operating model itself - staffing math, SLAs, pricing inputs, escalation paths - as we take a service that has only ever been run internally and make it work for external clients.

What you'll do

• Build and maintain the sizing models that inform staffing, capacity, and pricing as we onboard new brokerage partners
• Own the operational dashboards and KPIs for the sub-servicing team - volume, SLAs, quality, productivity, client health - and make sure leaders see what they need, when they need it
• Track team and individual performance; partner with team leads to translate the numbers into coaching, staffing, and process decisions
• Help design and continually refine the playbook for standing up sub-servicing - onboarding new brokerage clients, ramping staff, defining SLAs, handling escalations, and closing out issues
• Analyze operational data (ticket volumes, handle times, error rates, client satisfaction) to find where the team is losing time or quality, and propose fixes
• Support pricing and unit-economics work - what does it cost us to service a policy, an account, a book - and how that should translate into what we charge
• Build the reporting we share with brokerage clients so they trust what they're getting
• Partner with Service leadership, Operations, Finance, and Technology to turn analysis into changes that actually get implemented
• Keep the work grounded and practical - clear spreadsheets, tight one-pagers, and answers people can act on

Experience and Qualifications

• 3+ years of experience in business analysis, operations analytics, FP&A, or a similar analytical role - ideally in a services, operations, or contact-center-adjacent environment
• Strong Excel skills - you're comfortable building models from scratch, not just editing someone else’s
• Comfort with operational and performance data: capacity planning, throughput, SLAs, quality metrics
• Ability to turn messy operational data into clear insights and specific recommendations
• Solid communication skills - you can walk a team lead through their numbers or brief a VP on where the risk is, and adjust for the audience
• Practical, get-it-done mindset - you're happy owning the work end-to-end in a fast-moving environment
• Experience with SQL, a BI tool (Tableau, Power BI, Looker), or Salesforce reporting is a plus

Preferred (not required)

• Experience supporting a service, operations, or contact-center team - particularly around performance management, SLA reporting, or workforce planning
• Experience helping stand up a new team, product, or line of business (not just running one that already exists)
• Familiarity with P&C insurance, agency operations, or BPO / sub-servicing models
• Exposure to unit economics, pricing, or margin analysis in a services business

Lifestyle and Work Environment

• Based in Westlake, TX (in-office 5 days a week)
• Typical schedule: 8:30am-5:30pm, with a commitment to flexibility and autonomy
• Access to a great fitness center within the office facility