Business Analyst (Contact Center)

Established in 2021, Independence Pet Holdings is a corporate holding company that manages a diverse and broad portfolio of modern pet health brands and services, including insurance, pet education, lost recovery services, and more throughout North America.

We believe pet insurance is more than a financial product and build solutions to simplify the pet parenting journey and help improve the well-being of pets. As a leading authority in the pet category, we operate with a full stack of resources, capital, and services to support pet parents. Our multi-brand and omni-channel approach include our own insurance carrier, insurance brands and partner brands.

Independence Pet Group (IPG), a subsidiary of IPH, is one of North America’s largest pet insurance and services organizations. Our impressive family of brands (Figo, Felix, ASPCA Pet Health Insurance, Pets Plus Us, and AKC Pet Insurance) supports insurance for more than 1,000,000 pets in the U.S. and Canada and provides well-being, safety, resources, and business solutions to the pet industry, including microchip identification and an online pet registry.

Job Summary

Independence Pet Group (IPG) is seeking a highly motivated and detail-oriented Business Process Analyst to join our Shared Services team. This role will be instrumental in analyzing, designing, and optimizing our business processes to improve efficiency, reduce costs, and enhance customer satisfaction. The ideal candidate will have a strong analytical mindset, excellent problem-solving skills, and the ability to work collaboratively with cross-functional teams.

Job Location: Remote

Main Responsibilities

• Analyze current business processes and workflows to identify areas for improvement.
• Design and implement optimized business processes to enhance operational efficiency.
• Collaborate with various departments to gather requirements and understand business needs.
• Develop and maintain process documentation, including process maps, flowcharts, and standard operating procedures (SOPs).
• Conduct data analysis to support process improvement initiatives and measure the impact of changes.
• Provide recommendations for process improvements based on data-driven insights.
• Assist in the development and implementation of process automation solutions.
• Monitor and evaluate the effectiveness of implemented process changes.
• Facilitate workshops and training sessions to educate staff on new processes and best practices.
• Stay up-to-date with industry trends and best practices in business process management.
• Other duties as assigned.
  
  

Basic Qualifications

• 3 years of experience in business process analysis, process improvement, or a related role.
• Strong analytical and problem-solving skills.
• Proficiency in process mapping and modeling tools (e.g., Visio, Lucidchart).
• Experience with data analysis and visualization tools (e.g., Excel, Tableau, Power BI).
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Knowledge of process automation technologies (e.g., RPA) is a plus.
• Experience in the insurance or pet care industry is a plus.
  
  

#IPG

All of our jobs come with great benefits including healthcare, parental leave and opportunities for career advancements. Some offerings are dependent upon the location of where you work and can include the following:

• Comprehensive full medical, dental and vision Insurance
• Basic Life Insurance at no cost to the employee
• Company paid short-term and long-term disability
• 12 weeks of 100% paid Parental Leave
• Health Savings Account (HSA)
• Flexible Spending Accounts (FSA)
• Retirement savings plan
• Personal Paid Time Off
• Paid holidays and company-wide Wellness Day off
• Paid time off to volunteer at nonprofit organizations
• Pet friendly office environment
• Commuter Benefits
• Group Pet Insurance
• On the job training and skills development
• Employee Assistance Program (EAP)