Customer Insights Analyst, Digital Solutions

Guardian Life Insurance Company • Boston, NY

2d • Hybrid

About The Position

Guardian is seeking a Customer Insights Analyst to join its Digital Solutions team, supporting Self-Service and Benefit Technology initiatives. The role analyzes customer and operational data to identify trends, improve digital adoption, ensure data accuracy, and recommend actions that inform business strategy. It contributes to Guardian’s digital product innovation, customer experience, benefits administration, and broker technology efforts.

The analyst develops insights and reporting on customer behavior, platform adoption, operational performance, and compliance. The role also audits data exchanges and integrations, helps resolve data issues, improves reporting processes, and collaborates across Product, Engineering, Benefits Administration, Digital Solutions, Self-Service, and business teams. Findings and recommendations are communicated to stakeholders, including senior leadership.

This is a hybrid position requiring three days per week in the office. Preferred locations are Boston, MA; Bethlehem, PA; New York, NY (Hudson Yards); Stamford, CT; or another Guardian office location. Up to 10% travel may be required. The salary range is $103,450 to $169,960, with possible eligibility for annual, sales, or other incentive compensation.

Requirements

• Bachelor’s degree in Business Analytics, Data Analytics, Information Systems, Statistics, Economics, Finance, Computer Science, or a related field.
• At least 5 years of experience in data analysis, business intelligence, reporting, or a related analytical role.
• Experience working with large datasets and translating findings into actionable business insights.
• Strong proficiency with Excel, SQL, and data analysis methodologies.
• Experience building reports, dashboards, and visualizations using Tableau, Power BI, or similar platforms.
• Strong analytical, problem-solving, and critical-thinking skills, with attention to detail.
• Ability to communicate complex data concepts effectively to technical and non-technical audiences.
• Legal authorization to work in the United States without current or future employment-based visa sponsorship.

Nice To Haves

• Experience in insurance, benefits administration, payroll, HR technology, or SaaS environments.
• Knowledge of group benefits products and enrollment processes.
• Understanding of EDI, API integrations, and enterprise data exchange processes.
• Familiarity with regulatory requirements including ACA, COBRA, and benefits-related compliance standards.
• Experience with Python and/or data transformation, extraction, and reporting tools.
• Experience supporting product, customer experience, or digital transformation initiatives.

Responsibilities

• Analyze self-service utilization, customer engagement, satisfaction, and integration data to identify trends and support strategic decisions.
• Develop dashboards, reports, and visualizations covering customer behavior, platform adoption, operational performance, and compliance metrics.
• Establish, monitor, and report KPIs related to utilization, data accuracy, operational efficiency, and digital adoption.
• Partner with business leaders to define reporting requirements, communicate findings, and make data-driven recommendations.
• Translate data trends into opportunities to improve customer experience and business outcomes.
• Audit data exchanges, integrations, APIs, and EDI transactions to verify data integrity and identify discrepancies.
• Work with internal teams and external partners to troubleshoot data issues and improve reporting accuracy.
• Develop and improve processes, controls, and tools to increase the reliability and consistency of business reporting.
• Identify opportunities to automate reporting and streamline data analysis.
• Partner with Product, Engineering, Benefits Administration, and Digital Solutions teams to understand business needs and deliver analytical solutions.
• Provide Channel Managers and operational teams with custom reporting, trend analysis, and data-driven recommendations.
• Present findings and recommendations to senior leadership to influence strategic priorities and investment decisions.
• Collaborate with stakeholders to improve digital experiences, increase adoption, and support organizational goals.

Benefits

• Contemporary, supportive, flexible, and inclusive benefits and resources for eligible full-time employees.
• Skill-building, leadership development, and philanthropic opportunities.
• Possible eligibility for annual, sales, or other incentive compensation.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior