Job Description

Applied Systems, Inc., a worldwide leader in insurance technology, is looking for a dedicated and results-driven Senior Business Intelligence Analyst to join our Customer Operations team. In this role, you will primarily focus on partnering with stakeholders in our CX organization to understand and improve our customers’ experience across their journey with Applied, as well as to drive CX-focused business impact. You'll be responsible for leading cross-functional projects, analyzing product and customer data, developing key insights, and presenting findings that drive strategic business decisions. The ideal candidate will have demonstrated strong customer-centric experience in a customer-facing and/or customer operations role within a technology company.

What You’ll Do

• Proactively identify opportunities to enhance the customer experience or drive CX-focused business impact, work with management to scope and prioritize, and develop and execute on strategic projects to address them.
• Partner with cross-functional teams including Product Operations, CX, and Data/Analytics to optimize product analytics / experience tools, develop product usage insights, and implement data-driven strategies to boost product adoption.
• Develop detailed customer journey maps, working with other stakeholders to proactively identify pain points / potential areas of improvement and scope potential solutions.
• Project manage complex initiatives, partnering with cross-functional teams to execute projects with a bias to delivering results.
• Manage and analyze data to develop customer dashboards, derive key insights about customer behavior, and provide recommendations on potential improvements.
• Contribute to the strategic planning of business initiatives based on data-driven customer insights.
• Track and report on effectiveness of initiatives and present to stakeholders and management.
• Develop, enhance, and maintain effective systems and processes for the customer success team, including churn management.
• Create documentation in support of change management and to ensure smooth rollout of multifaceted initiatives.
• Other duties as assigned by immediate manager or management team.

What You’ll Need to Succeed

We’re looking for someone who:

• Can work hybrid from our Applied Systems Chicago offices.

Your experience should include some or all the following:

• Minimum of seven (7) years’ experience in CX operations, consulting, revenue operations, or program management, preferably in a customer-focused role.
• Strong analytical skills, with demonstrated ability to organize, analyze, and present information to all levels of the business.
• Ability to lead / project manage complex cross-functional initiatives, executing on important initiatives with a focus on incorporating CX best practices and trends.
• Exceptional written and verbal communication skills.
• Strong PowerPoint and Excel capabilities.
• Proficient with Salesforce and product analytics / experience tools (e.g., Amplitude, Pendo).
• Bachelor’s degree in Business Administration, Technology, or a related area.
  • We proudly support and encourage people with military experience, as well as military spouses, to apply.

What You’ll Gain

Benefits from Day One

• Health insurance plans, dental, and vision
• Wellness incentives
• 401(k) and/or RRSP retirement savings plans with employer match.

Work-Life Balance

• Competitive paid vacation time and a free day for your birthday
• Personal/sick time
• Paid holidays
• Flex Time
• Paid parental leave (U.S. candidates)
• Volunteer time off

Empowering Career Growth and Success – We invest in talent, care about our people and are empowered by the results of our work. We grow our teams from within and give our employees opportunities to advance.

What We Value

We strive for excellence at every turn to be the best at what we do. We invest in talent, care about our people and are empowered by the results of our work. We fulfil the promise of insurance – safeguarding and protecting what matters most in people’s lives. And there is no more important job than that.

Our focus on the workforce, workplace and marketplace gives us a qualified individual in an environment in which they can be productive while we maintain our position in the industry. To help drive that change toward a vibrant, modern workplace, we have employee-driven networks with commonalities in ethnicity, gender, sexual orientation and military status.

Who We Are

For more than 35 years, Applied Systems has created innovative technology for the global insurance industry. Today, we are a rapidly growing software leader that is revolutionizing the way agencies and brokerages succeed.

We are smart and curious people in a tech-first environment that champions bold and powerful thinking. We are transforming a complex industry through digitization, automation, and innovative new partnerships. Together we are driving the industry fearlessly forward.

It’s an exciting time at Applied. You can do big things here, in an environment that supports creative thinking and bold ideas. Visit http://www.AppliedSystems.com for more information on how you can challenge what’s possible.

EEO Statement

Applied Systems is proud to be an Equal Employment Opportunity and Affirmative Action Employer. Diversity and Inclusion is a business imperative and is a part of building our brand and reputation. At Applied, we don’t discriminate, and we are committed to recruit, develop, retain, and promote regardless of race, religion, color, national origin, sexual orientation, gender identity, disability, age, veteran status, and other protected status as required by applicable law.

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