FBS - Business Analyst II

Our Client is one of the United States’ largest insurers, providing a wide range of insurance and financial services products with gross written premiums well over US$25 Billion (P&C). They proudly serve more than 10 million U.S. households with more than 19 million individual policies across all 50 states through the efforts of over 48,000 exclusive and independent agents and nearly 18,500 employees. Finally, our Client is part of one the largest Insurance Groups in the world.

About the Role

We are looking for a highly motivated Business Analyst II to serve as a key liaison between business stakeholders and technology teams supporting AI-driven initiatives within Contact Center and Agent Services. This role is responsible for understanding business objectives, gathering and analyzing requirements, evaluating process impacts, and helping translate business needs into scalable technology solutions.

The ideal candidate combines strong business acumen, process improvement expertise, and exceptional communication skills to drive projects from concept to implementation.

Key Responsibilities

• Partner with business stakeholders to understand strategic objectives, operational challenges, and business requirements.
• Gather, analyze, and document functional and business requirements for technology and AI initiatives.
• Map current-state processes and identify opportunities for improvement and automation.
• Translate business needs into clear requirements for IT, engineering teams, and external vendors.
• Conduct impact analyses related to process, system, and operational changes.
• Support AI initiatives through planning, testing, implementation, training, and adoption activities.
• Collaborate closely with Project Managers to track timelines, dependencies, and project deliverables.
• Facilitate communication between business and technical teams to ensure successful project execution.
• Monitor project outcomes and ensure solutions align with business goals.
• Mentor junior Business Analysts on project-related activities when appropriate.

Required Qualifications

• Bachelor's degree in Business, Information Systems, Technology, Engineering, or a related field.
• Experience gathering, analyzing, and documenting business requirements.
• Strong understanding of business process analysis and process mapping.
• Experience collaborating with technical teams to deliver technology solutions.
• Excellent stakeholder management and communication skills.
• Strong organizational skills with the ability to manage multiple priorities and timelines.
• Demonstrated ability to understand projects from initial concept through implementation.
• Strong analytical thinking, problem-solving, and attention to detail.

Preferred Qualifications

• Experience supporting Contact Center operations.
• Exposure to Artificial Intelligence (AI) or Generative AI solutions.
• Experience working with customer service technologies and business process transformation initiatives.
• Experience collaborating with external vendors and cross-functional teams.
• Knowledge of Agile project environments.

What Success Looks Like

• Successfully identifies and documents business requirements for AI and technology initiatives.
• Builds strong relationships with stakeholders and technical teams.
• Delivers clear, actionable requirements that support successful project execution.
• Identifies process improvement opportunities that drive measurable business value.
• Supports the successful deployment and adoption of AI-enabled solutions.
• Contributes to projects that improve Contact Center and Agent Service operations.

Ideal Candidate

The ideal candidate is a curious, detail-oriented Business Analyst who enjoys understanding how businesses operate and identifying opportunities to improve processes through technology. They are comfortable working with diverse stakeholders, managing competing priorities, and driving projects from discovery through implementation while maintaining a strong focus on business outcomes.