Sr. Customer Insights Analyst, eero CX

Amazon • Seattle, WA

1d

About The Position

At eero, our mission is to serve as the central nervous system of the home. While we began by revolutionizing home WiFi, we aim to create comprehensive solutions that serve both wireless and wired connectivity needs for customers and businesses across the globe.Our cross-functional team, spanning hardware, software, and manufacturing, develops advanced Ethernet switching and gateway products, alongside state of the art security features, to complement our award-winning mesh WiFi systems. As an Amazon company, we combine the best of startup culture with the resources and stability of one of the world's leading technology companies. Our team builds products that customers love - from mesh routers to high-performance wired networking devices - and we're looking for you to join us in shaping the future of the connected home.

eero is seeking an experienced Customer Insights Analyst to join our Customer Experience organization. This role combines deep analytical expertise with business intelligence engineering to transform customer support data into actionable insights that drive operational excellence and enhance customer experience. The ideal candidate will build scalable analytics solutions, develop predictive models, and partner with leadership to make data-driven decisions that improve efficiency and customer satisfaction.

Key job responsibilities
As a Sr. Customer Insights Analyst, you will serve as the analytical backbone of our Customer Experience organization, translating complex data into clear insights that inform strategy and operations. You'll design and maintain business intelligence infrastructure, create self-service analytics tools for support leaders, and uncover patterns in customer behavior that drive product and process improvements.

- This role requires both technical depth in data engineering and analytics, as well as the business acumen to understand what questions matter most to our customers and organization.

- You will establish and maintain the key performance indicators that measure Customer Support effectiveness. This includes defining metrics, setting targets, building tracking systems, and creating regular reporting cadences. You'll work with support leadership to ensure KPIs align with organizational goals and provide meaningful insights into team performance, customer experience, and operational efficiency.

- You'll develop automated alerting systems that flag anomalies or concerning trends, enabling proactive intervention before issues escalate. You'll also conduct regular KPI reviews with stakeholders, explaining trends and recommending actions based on data.

- You will work closely with Customer Support leadership, Product teams, Engineering, and cross-functional stakeholders to identify opportunities for improvement, measure the impact of initiatives, and build a culture of data-driven decision-making. Your work will directly influence how we support millions of eero customers and shape the future of our support operations.

Requirements

• 10+ years of professional or military experience
• 5+ years of SQL experience
• 1+ years of SQL, ETL or Oracle experience
• 1+ years of processing large, multi-dimensional datasets from multiple sources experience
• 1+ years of performing statistical analysis experience
• 1+ years of developing automated reporting experience
• Experience programming to extract, transform and clean large (multi-TB) data sets
• Experience with theory and practice of design of experiments and statistical analysis of results
• Experience with AWS technologies
• Experience in scripting for automation (e.g. Python) and advanced SQL skills.
• Experience with theory and practice of information retrieval, data science, machine learning and data mining

Nice To Haves

• Experience working directly with business stakeholders to translate between data and business needs
• Experience managing, analyzing and communicating results to senior leadership

Responsibilities

• design and maintain business intelligence infrastructure
• create self-service analytics tools for support leaders
• uncover patterns in customer behavior that drive product and process improvements
• establish and maintain the key performance indicators that measure Customer Support effectiveness
• develop automated alerting systems that flag anomalies or concerning trends
• conduct regular KPI reviews with stakeholders, explaining trends and recommending actions based on data
• work closely with Customer Support leadership, Product teams, Engineering, and cross-functional stakeholders to identify opportunities for improvement, measure the impact of initiatives, and build a culture of data-driven decision-making

Benefits

• health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage)
• 401(k) matching
• paid time off
• parental leave

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed