Customer Insights Analyst

This is a fully remote position, open to applicants in Texas.

📋 Description

• Lead in-depth analyses of customer experience factors (e.g., NPS, CSAT, CES), autonomously identifying root causes and providing actionable recommendations to enhance outcomes.

• Manage the complete tracking and oversight of system defects and operational challenges; proactively share insights, risks, and progress with stakeholders and leadership.

• Collaborate cross-functionally with Product, Operations, Supply Chain, and other business units to evaluate the impact of operational modifications and ensure that suitable measurement frameworks are established.

• Recognize emerging patterns and systemic issues across categories, integrating data from various sources to reveal insights that may not be apparent within individual functions.

• Convert vague business challenges into structured analyses by defining hypotheses, metrics, and data requirements to guide decision-making.

• Influence prioritization and solution creation by delivering clear, data-driven insights to diverse audiences.

• Propel continuous improvement initiatives by suggesting process, product, or policy modifications based on insights.

• Assist in the project scoping and execution of large-scale or cross-functional initiatives, ensuring alignment with business objectives.

• Aid in developing analytical best practices and may provide informal guidance or mentorship to junior analysts.

⛳️ Requirements

• A minimum of 3 years of relevant experience in analytics, operations, consulting, or a related field; or a comparable combination of education and experience.

• A solid understanding of customer journey analytics (e.g., claims, service operations) and the capability to independently investigate complex customer issues.

• A proven history of identifying business challenges, driving insights, and achieving measurable outcomes.

• Strong critical thinking and problem-solving abilities, capable of navigating ambiguous and complex situations.

• Experience in cross-functional collaboration and influencing stakeholders without direct authority.

• Exceptional communication skills, with the ability to adapt insights for both technical and non-technical audiences.

• Advanced expertise in SQL, Tableau, and Excel (or similar analytical and visualization tools).

🏝️ Benefits

• Medical, dental, and vision coverage with network options and the ability to contribute to a savings account (HSA or FSA).

• Up to 4% company match into 401(k) and contributions to your company-sponsored pension.

• $75/month budget dedicated to supporting your physical wellbeing.

• $80/month stipend to help cover connectivity costs.

• Mental health resources including free 1:1 therapy, coaching sessions, and digital tools.

• Supportive leave policies.

• Flexible Time Off Policy in addition to 9 Company Holidays.

• Tuition reimbursement up to $5,250 per year to support your educational advancement goals.

• Hybrid work arrangements with regular investments in team gatherings and offsites.

• Various corporate perks and discounts.