Insights Analyst, Business Operations

SquareTrade•San Francisco, CA

8h•$80,000 - $110,000•Hybrid

About The Position

We are looking for a highly analytical and technically skilled Insights Analyst to join our Service Strategy & Operations Team. The role is responsible for leveraging data, automation, and business intelligence tools to improve operational visibility, reduce manual analytical effort, and proactively identify issues impacting customer experience and operational performance. This role focuses on building scalable reporting, monitoring, and alerting solutions that enable teams to identify and address problems earlier and more efficiently. The ideal candidate thrives in ambiguity, applies structured problem solving to complex challenges, and partners across the business to improve how operational and customer experience issues are identified, tracked, and resolved. They are passionate about automation, continuous improvement, and using technology to create smarter and more efficient operating processes.

Requirements

3+ years of relevant work experience in analytics, operations, consulting, systems analysis or a related field; or equivalent combination of education and experience.
Proven experience automating reporting analytical workflows, or operational processes that improved efficiency or business outcomes.
Experience developing dashboards, reporting solutions, and performance monitoring tools.
Strong experience with Power BI, including dashboard creation, data modeling, and visualization best practices.
Strong understanding of customer journey analytics (e.g., claims, service operations) and ability to independently investigate complex customer issues.
Experience translating business needs into scalable reporting, automation, or monitoring solutions.
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 solving recurring business problems through automation.
Passionate about improving operational processes through technology and data.
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.
Able to balance technical problem-solving with practical business need.
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

Design and maintain automated reporting, monitoring, and alerting solutions that improve visibility into operational performance, customer experience trends, and system health.
Build scalable processes and “early-warning” mechanisms that help identify service defects, operational issues, and customer experience risks before they become larger business problems.
Automate recuring analytical processes and manual investigative work using reporting tools, workflow automation platforms, AI-enabled solutions, and business intelligence technologies.
Develop and maintain power BI dashboards, scorecards, and visualizations that support operational decision-making and performance management.
Partner cross-functionally with Product, Operations, Supply Chain, and other business units to define measurement approaches and monitor the impact of operational changes.
Monitor operational and customer experience metrics, identifying emerging trends, risks, and opportunities for improvement.
Analyze complex datasets from multiple sources to identify patterns, root causes, and actionable recommendations that improve business performance. Build reporting solutions that consolidate data across systems and improve stakeholder access to meaningful insights.
Support investigation of operational, customer and system-related issues by levering automated reporting, dashboards, and monitoring tools.
Identify opportunities to leverage technologies such as Power BI, Power Automate, Copilot agents, Salesforce reporting, or similar tools to improve efficiency and insight generation.
Contribute to large-scale projects and continuous improvement initiatives by providing analytical support, technical expertise, and measurement frameworks.
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