Business Analyst II – Customer Contact Center Operations & Analytics – brighthush

About brighthush

brighthush is redefining the insurance experience for drivers worldwide. By weaving together cutting‑edge connected technology, data‑driven insights, and a customer‑first mindset, we are transforming how people protect their vehicles and enjoy the journey. As a strategic growth initiative within the broader brighthush ecosystem, we empower our teams to shape the future of insurance—making it safer, simpler, and more rewarding for every customer.

When you join brighthush, you become part of a mission‑driven organization that values curiosity, execution, and continuous improvement. We thrive on experimentation, rapid iteration, and delivering tangible value to our customers at scale. If you are passionate about turning data into action, building high‑impact analytics solutions, and driving operational excellence, brighthush is the place to grow your career.

Role Overview

The Business Analyst II – Customer Contact Center is a pivotal role that bridges data, strategy, and operations. You will design, develop, and maintain dashboards, automated reporting solutions, and performance scorecards that provide actionable insights into operational performance, customer experience, and business outcomes. Your analyses will uncover trends, risks, and opportunities, translating findings into strategic recommendations that inform decision‑making and continuous improvement initiatives across the contact center.

Key Responsibilities

• Lead the design, development, and implementation of contact center reporting and analytics solutions that align with business objectives.
• Conduct qualitative and quantitative analyses of key performance indicators (KPIs) to deliver actionable insights to stakeholders.
• Administer contact center bonus and incentive programs by developing performance scorecards, validating results, and ensuring reporting accuracy.
• Establish reporting standards, documentation, and governance to guarantee data accuracy, consistency, and integrity.
• Collaborate cross‑functionally with business partners, IT, and data engineering teams to gather requirements, interpret data, and deliver reporting and analytics that support operational and business objectives.
• Translate business objectives into analytical and technical solutions, ensuring alignment with long‑term strategy.
• Prepare executive‑level summaries, dashboards, and presentations that communicate insights and recommendations clearly and persuasively.
• Champion data quality initiatives and continuous improvement of data pipelines, ETL processes, and data models.
• Stay current on industry best practices, emerging analytics tools, and data‑science techniques to enhance the contact center’s analytical capabilities.

Essential Qualifications

• 3+ years of experience with data mining and query tools.
• 2+ years of SQL development and data analysis experience.
• Advanced proficiency in Power BI, including dashboard development, automated reporting, and executive‑level data visualization.
• Advanced proficiency in Microsoft Excel, including complex formulas, data analysis, and reporting.
• Advanced knowledge of SQL, ETL processes, and data modeling.
• Strong understanding of relational databases, data warehouses, data mining, and data analysis techniques.
• Experience with statistical analysis and analytical tools such as Python or SPSS.
• Excellent organizational, prioritization, time‑management, and follow‑up skills.
• Strong presentation, verbal, and written communication skills.
• Ability to collect, analyze, interpret, and present data in the form of executive summaries and business insights.
• Strong attention to detail and commitment to data accuracy.
• Excellent problem‑solving and critical‑thinking abilities.

Preferred Qualifications

• 1+ year of experience with Python and/or SPSS.
• Experience in contact center analytics.
• Knowledge of data architecture and technical systems.
• Experience with performance scorecard development for incentive programs.
• Background in insurance or financial services analytics.

Skills & Competencies

• Analytical Thinking: Ability to dissect complex data sets, identify patterns, and derive actionable insights.
• Technical Proficiency: Mastery of Power BI, SQL, Excel, and statistical tools.
• Business Acumen: Understanding of contact center operations, customer experience metrics, and incentive structures.
• Communication: Clear, concise storytelling with data for diverse audiences.
• Collaboration: Proven ability to work effectively with cross‑functional teams.
• Project Management: Strong prioritization, time‑management, and follow‑through.
• Continuous Improvement: Passion for process optimization and data quality.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Business Analyst II, you will:

• Progress to senior analyst or lead roles, overseeing larger data initiatives and cross‑functional projects.
• Take ownership of strategic analytics programs that shape the future of contact center operations.
• Participate in leadership development workshops, data‑science bootcamps, and industry conferences.
• Collaborate with global teams, gaining exposure to diverse markets and business models.
• Leverage brighthush’s learning platform to acquire new skills in AI, machine learning, and advanced analytics.

Work Environment & Culture

brighthush fosters an inclusive, collaborative, and innovative culture. We value:

• Integrity: Transparent decision‑making and ethical data practices.
• Community: Team‑based problem solving and shared success.
• Innovation: Encouragement to experiment, iterate, and bring fresh ideas to life.
• Work‑Life Balance: 100% remote flexibility, allowing you to work from anywhere while maintaining personal commitments.
• Recognition: Regular feedback, performance bonuses, and career milestones.

Compensation & Benefits

We offer a competitive base salary range of $61,000–$110,000, commensurate with experience and qualifications. In addition:

• Performance‑based incentive plan eligibility.
• Comprehensive health, dental, and vision benefits starting on day one.
• 401(k) plan with company match.
• Paid parental leave (12 weeks, 100% paid).
• Tuition assistance and continuous learning stipend.
• Employee auto discount program.
• Community service pay and nine company holidays.
• Access to brighthush’s wellness and mental‑health resources.

Why Join brighthush?

At brighthush, you will:

• Be at the forefront of transforming insurance through data and technology.
• Work on high‑impact projects that reach millions of customers.
• Collaborate with top talent across analytics, engineering, and product teams.
• Enjoy a flexible, remote work environment that supports your personal and professional growth.
• Receive a comprehensive benefits package that values your well‑being.

Ready to Make an Impact?

If you are a data‑driven, analytical thinker with a passion for customer experience and operational excellence, we invite you to apply. Join brighthush and help us create a connected, customer‑centric insurance experience that drives confidence on every journey.

Apply today and become part of a team that values innovation, integrity, and community. We look forward to discovering how your expertise can shape the future of insurance at brighthush.