Customer Analytics Lead

About the Role

Cinch Home Services is looking for a Customer Analytics Lead to drive insights across the customer lifecycle and help shape strategies that improve operational efficiency, customer experience, retention, engagement, and customer lifetime value.

This is a hands-on, individual contributor role with significant cross-functional influence. You will partner closely with leaders across Marketing, Product, Operations, Finance, and Data Science to turn complex customer data into clear recommendations and measurable business impact.

If you enjoy solving ambiguous problems, guiding strategy through data, and owning analytics end-to-end, this role is for you.

What We're Looking For

• 5+ years of experience in Customer Analytics, Lifecycle Analytics, or Business Analytics.
• Strong hands-on experience with SQL and large, relational datasets.
• Experience using BI and visualization tools such as Tableau, Power BI, MicroStrategy, or similar.
• Proven ability to connect analytics to real business decisions and outcomes.
• Comfort working in fast-paced, cross-functional environments with limited oversight.
• Experience in subscription businesses, insurance/warranty, retail, or service-based industries is a plus.

What You'll Do:

Customer & Lifecycle Analytics

• Analyze customer behavior across onboarding, engagement, renewal, upsell, and win-back stages to identify growth and retention opportunities.
• Translate complex datasets into insights that directly inform lifecycle strategies, pricing decisions, and operational improvements.
• Measure and optimize initiatives using experimentation, cohort analysis, and statistical techniques.
• Clearly explain what’s happening, why it matters, and what to do next to business stakeholders.

Business & Operational Impact

• Partner with Service Operations to analyze processes, service performance, and cost drivers affecting customer experience.
• Build and maintain metrics, dashboards, and analytical readouts used by leaders to guide decisions.
• Support data-driven business cases for new initiatives, tools, or process changes.

Cross-Functional Leadership

• Own analytics work from problem definition through delivery in a matrixed environment.
• Collaborate with Product, Technology, BI, and Data Science teams to define KPIs and success criteria.
• Influence priorities and outcomes without direct authority, acting as a trusted analytics advisor.

Data Quality & Enablement

• Partner with BI and Data Engineering teams to ensure data accuracy, accessibility, and consistency.
• Contribute to analytics standards and data governance practices that improve trust and adoption.
• Perform other duties as assigned

What Makes You Successful

• You are a self-starter who owns business challenges and solutions end-to-end.
• You combine strong analytical skills with clear storytelling.
• You thrive in ambiguity and turn complex data into clarity.
• Your influence through credibility, not hierarchy

Why Cinch

At Cinch Home Services, analytics plays a critical role in shaping how we serve customers and grow profitably. In this role, you will have real ownership, strong visibility, and the opportunity to make a measurable impact on how millions of customers experience our services.