Note: The job is a remote job and is open to candidates in USA. SquareTrade is one of the fastest-growing companies in its industry, transforming a $30B market through service innovation. The Customer Insights Analyst role involves driving complex analyses and uncovering actionable insights to improve customer experience and operational performance.
Responsibilities
- Lead deep-dive analyses into customer experience drivers (e.g., NPS, CSAT, CES), independently identifying root causes and delivering actionable recommendations to improve outcomes
- Own end-to-end tracking and monitoring of system defects and operational issues; proactively communicate insights, risks, and progress to stakeholders and leadership
- Partner cross-functionally with Product, Operations, Supply Chain, and other business units to assess the impact of operational changes and ensure appropriate measurement frameworks are in place. Identify emerging trends and systemic issues across categories, synthesizing data from multiple sources to surface insights that may not be visible within individual functions
- Translate ambiguous business problems into structured analyses, defining hypotheses, metrics, and data requirements to inform decision-making
- Influence prioritization and solution design by presenting clear, data-driven insights to diverse audiences
- Drive continuous improvement initiatives by recommending process, produce or policy changes based on insights
- Contribute to project scoping and execution of large-scale or cross-functional initiatives, ensuring alignment to business objectives
- Support development of analytical best practices and may provide informal guidance or mentorship to junior analysts
Skills
- 3+ years of relevant work experience in analytics, operations, consulting, or a related field; or equivalent combination of education and experience
- Strong understanding of customer journey analytics (e.g., claims, service operations) and ability to independently investigate complex customer issues
- Proven track record of identifying business problems, driving insights, and delivering measurable impact
- Strong critical thinking and problem-solving skills, with the ability to navigate ambiguous and complex scenarios
- Experience working cross-functionally and influencing stakeholders without direct authority
- Excellent communication skills, with the ability to tailor insights for both technical and non-technical audiences
- Advanced proficiency in SQL, Tableau, and Excel (or similar analytical and visualization tools)
Benefits
- Medical, dental and vision coverage with network optionality and the ability to contribute to a savings account (HSA or FSA)
- Up to 4% company match into 401(k) and contributions into your company-sponsored pension
- $75/month budget to help prioritize your physical wellbeing
- $80/month stipend to subsidize connectivity costs
- Mental health resources including free 1:1 therapy, coaching sessions and digital resources
- Supportive leave policies
- Flexible Time Off Policy in addition to 9 Company Holidays
- Tuition reimbursement up to $5,250 per year to further your personal educational advancement desires
- Hybrid work arrangements with regular investment in gatherings/offsites to spend time together as team
- Various corporate perks and discounts
Company Overview