Customer Insights Analyst

Customer Insights Analyst

SquareTrade, Inc. d/b/a Allstate Protection Plans ("SquareTrade") is one of the fastest-growing companies in its industry. We're transforming a $30B market through service innovation and an unwavering focus on customer satisfaction. Our partners include some of the world's most recognized retailers and carriers—Walmart, Target, Amazon, Costco, and The Home Depot, to name a few. We consistently earn industry awards, have tens of thousands of 5-star reviews, and we're just getting started.

As part of the Allstate family, SquareTrade has headquarters in the Bay Area and London, and we're expanding rapidly across Europe and Asia Pacific, including Japan, Australia, Korea, and Thailand.

Job Description

We are looking for a highly analytical and results-oriented Insights Analyst to join our Operations and Supply Chain team. The role is responsible for independently driving complex analysis, uncovering actionable insights, and influencing cross-functional partners to improve customer experience and operational performance.

The ideal candidate thrives in ambiguity, applies structured problem solving to complex challenges, and partners across the business to proactively identify and resolve issues impacting NPS, CSAT, CES, and partner complaints in order to uphold our brand integrity and proactively combat issues.

What You'll Be Doing:

• 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

Qualifications

• 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).

You're Our Ideal Candidate If You Are:

• Focused on operations with an interest in analyzing data to optimize processes and identify opportunities for product / service improvement.
• Analytically minded: you can not only come up with an idea (the "what's"), but the "why's", "how's", and "when's", too...along with the data to back it up!
• Detail-oriented and able to juggle many tasks within a fast-paced, extremely dynamic environment
• Self-starter with a continuous improvement mindset
• Driven to make an impact on the business: you're scrappy and don't give up
• Great team-player and able to work well with people internally and externally to the organization

Additional Information

At SquareTrade you'll have access to:

• 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

SquareTrade estimates the possible base compensation for this role, if hired in the U.S, to be in the range: $80K-$110K