Customer Insights Analyst

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

📋 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.

• Oversee the comprehensive tracking and monitoring of system defects and operational challenges; proactively share insights, risks, and progress updates with stakeholders and leadership.

• Collaborate with cross-functional teams including Product, Operations, Supply Chain, and other business units to evaluate the effects of operational changes and ensure suitable measurement frameworks are established.

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

• Convert vague business challenges into organized analyses, outlining hypotheses, metrics, and data needs to guide decision-making.

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

• Propel continuous improvement initiatives by suggesting modifications to processes, products, or policies based on insights.

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

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

⛳️ Requirements

• Minimum of 3 years of relevant experience in analytics, operations, consulting, or a related field; or an equivalent combination of education and experience.

• Strong grasp of customer journey analytics (e.g., claims, service operations) and the capacity to independently investigate intricate customer issues.

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

• Excellent critical thinking and problem-solving abilities, with proficiency in navigating ambiguous and complex situations.

• Experience collaborating across functions and influencing stakeholders without direct authority.

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

• Advanced skills 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 in 401(k) and contributions to your company-sponsored pension plan.

• $75/month budget to prioritize your physical wellbeing.

• $80/month stipend to help 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 support your personal educational advancement goals.

• Hybrid work arrangements with regular investments in gatherings/offsites to foster team bonding.

• Various corporate perks and discounts.