Customer Insights Analyst

SquareTrade•San Francisco, CA

8h•$80,000 - $110,000•Hybrid

About The Position

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.

Requirements

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).

Nice To Haves

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

Responsibilities

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

Benefits

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