Analytics & Insights Lead

A bit about the role

Life's messiest moments require the smoothest solutions. As our Analytics & Insights Lead, you will join our Customer Experience (CX) team to transform raw customer data and feedback into powerful, actionable insights. In this role, you will enable CX teams to seamlessly access effective data to support strategic decision-making and influence broader business choices. Your mission is to clear the path for our frontline teams, drive data integrity, and ultimately fuel both customer delight and business growth

If you worked here this past month here are some things you might have been involved in

• Mapping our Data: Partnered cross-functionally to shape our Customer Voice Program, designing strategic data goals and setting measurable targets using historical trends and future growth initiatives.
• Leading the Metrics: Managed the intake process for new data requests and built out robust frameworks to maintain the absolute accuracy and integrity of our team scorecards.
• Scaling with Tech: Evaluated and integrated smart tech/ AI tools into our reporting frameworks to speed up insight delivery without compromising on data quality.
• Driving Change Management: Collaborated closely with CX Leads to tie change management success metrics to overall business reporting, ensuring our data genuinely impacts operational excellence.
• Creating a Future-Proof System: Set up governance processes and structured libraries so that past insights are easily searchable, secure, and ready to guide future business strategies.

Let’s talk about you

You are a strategic data storyteller and people coach

You don't just look at spreadsheets; you see the human stories behind the metrics. You excel at translating complex data sets into simple, compelling narratives that inspire action across different teams. As a natural leader, you love coaching others, modeling a "work smarter, not harder" high-performance culture, and aligning multiple stakeholders around a unified roadmap.

You’re a champion for data integrity and continuous improvement

You bring a highly organized approach to project management, building reliable data frameworks and compliance guardrails that stand the test of time. You thrive on driving a culture of continuous improvement, using evidence-backed recommendations to solve complex tracking puzzles, manage competing priorities, and turn strategic ideas into measurable business value.

Why should you work with us?

First off, as a certified B Corp™, we work to make a difference every day while maintaining the highest standards of social and environmental impact. With our most recent score of 125.5 we’re in very good company with other exceptional B Corps around the world.

We also believe that helping to make the world a better place should be rewarded accordingly – that’s why we offer competitive, market informed salaries, meaningful support towards healthcare for our team around the world, generous paid leave, tailored learning and development opportunities, and free toilet paper (yes, you read that right).