Senior CX Insights Leader - Data Analytics & Dashboards

IVANS Insurance Solutions; Chicago, Northern (IL, KY); Hybrid; USD 95,000 - 115,000; Full time

Benefits offered by this job

Medical, Dental, and Vision Coverage

Holiday and Vacation Time

Health & Wellness Days

Birthday Bonus

Job summary

Applied Systems in Chicago is seeking a Senior Business Insights Analyst to partner with the CX organization, analyze data, build reporting infrastructure, and surface insights for leadership to drive decisions.

You will own dashboards, metrics, and analytics across customer experience, collaborating with Support, Product Operations, and Engineering, and applying AI to sharpen insights.

Qualifications

• 5+ years in business intelligence, data analytics, or related field.
• Ability to collect, model, and analyze large data sets and translate findings into actionable insights.
• Experience building dashboards/reports focused on support or operational metrics (CSAT, FCR, etc.).
• Ability to lead and manage complex cross-functional initiatives with focus on data quality and outcomes.
• Excellent written and verbal communication; capable of presenting to technical and non-technical audiences.

Responsibilities

• Proactively identify opportunities to improve business operations through data analysis and execute analytical projects.
• Partner with cross-functional teams to develop, enhance, and maintain reporting solutions and dashboards; implement data-driven strategies.
• Project manage complex analytical initiatives with cross-functional teams to deliver results.
• Contribute to CX initiatives planning based on data-driven insights, including capacity planning and channel optimization.
• Design and maintain dashboards and scorecards tracking key customer lifecycle metrics; surface actionable insights.
• Analyze support data to identify trends, deflection opportunities, and agent performance drivers; report findings and recommendations.
• Create documentation to support change management and rollout of reporting initiatives.

Skills

Strong analytical skills

Written & verbal communication

Project management

Independent problem solving

Structured thinking

Education

Bachelor's degree

Tools

Salesforce Service Cloud

Alteryx

Tableau

Power BI

Pendo

Job description

Applied Systems in Chicago is seeking a Senior Business Insights Analyst to partner with the CX organization, analyze data, build reporting infrastructure, and surface insights for leadership to drive decisions.

You will own dashboards, metrics, and analytics across customer experience, collaborating with Support, Product Operations, and Engineering, and applying AI to sharpen insights.