Customer Insights Analyst

About the company

SquareTrade, also known as Allstate Protection Plans, is a rapidly expanding business in the protection plans space. The company is helping reshape a $30B market by focusing on better service and customer satisfaction. Its partners include major retailers and carriers such as Walmart, Target, Amazon, Costco, and The Home Depot. Backed by the Allstate family, the company has headquarters in the Bay Area and London, and continues to grow across Europe and Asia Pacific, including Japan, Australia, Korea, and Thailand.

Role overview

This position is for a highly analytical and outcome-driven Insights Analyst supporting the Operations and Supply Chain team. The role centers on independent analysis, turning complex data into practical recommendations, and working with teams across the business to improve customer experience and operational results.

The ideal candidate is comfortable working through unclear problems, uses a structured approach to solve complex issues, and collaborates with multiple functions to identify and address factors affecting NPS, CSAT, CES, and partner complaints while protecting brand reputation and preventing recurring problems.

Key responsibilities

• Carry out in-depth investigations into customer experience metrics such as NPS, CSAT, and CES, determine the underlying causes, and recommend actions that improve results.
• Manage tracking and monitoring for system defects and operational problems from end to end, and keep stakeholders and leaders informed about status, risks, and insights.
• Work with Product, Operations, Supply Chain, and other teams to evaluate the effect of operational changes and define the right measurement approach.
• Spot developing patterns and broader issues across categories by combining information from different sources into meaningful insights.
• Turn unclear business questions into structured analysis by setting hypotheses, success measures, and data needs.
• Help shape priorities and solution ideas by presenting clear, evidence-based recommendations to different audiences.
• Support ongoing improvement efforts by suggesting process, product, or policy changes based on analytical findings.
• Assist with scoping and execution of larger cross-functional initiatives so that work stays aligned to business goals.
• Contribute to analytical standards and, where needed, provide informal support or mentoring to junior analysts.

Requirements

• At least 3 years of experience in analytics, operations, consulting, or a closely related area, or an equivalent mix of education and experience.
• Strong knowledge of customer journey analysis, including areas such as claims and service operations, with the ability to investigate complex customer issues independently.
• A demonstrated history of spotting business challenges, generating insights, and producing measurable business value.
• Excellent critical thinking and structured problem-solving ability in complex and ambiguous situations.
• Experience working across teams and influencing people without formal authority.
• Strong written and verbal communication skills, with the ability to adapt messaging for technical and non-technical audiences.
• Advanced ability in SQL, Tableau, and Excel, or similar analytics and visualization tools.

Ideal candidate profile

• You enjoy operations work and using data to improve processes and identify product or service enhancements.
• You think analytically and can explain not only the answer, but also the reasons, methods, timing, and supporting evidence.
• You are detail-focused and able to manage multiple priorities in a fast-moving environment.
• You take initiative and are committed to continuous improvement.
• You are driven, resourceful, and persistent in getting things done.
• You work well with internal and external stakeholders and contribute positively to team success.

Benefits and perks

• Medical, dental, and vision coverage with network flexibility, plus access to HSA or FSA contributions.
• Up to 4% company matching into a 401(k), along with employer contributions to a company-sponsored pension.
• A $75 monthly allowance to support physical wellness.
• A $80 monthly stipend to help offset connectivity expenses.
• Mental health support, including free one-on-one therapy, coaching sessions, and digital resources.
• Supportive leave policies.
• Flexible Time Off in addition to 9 company holidays.
• Tuition reimbursement of up to $5,250 per year for further education.
• Hybrid work arrangements and regular team gatherings and offsites.
• Access to various corporate perks and discounts.

Additional information

The estimated base pay range for this role in the U.S. is $80,000 to $110,000 per year.

The company generally does not sponsor employment-based visas for this position.

Any selected candidate must complete a background investigation.

The role is covered by applicable legal and equal employment notices, including state fair chance and workplace rights information where relevant, along with family and medical leave information.

The company is an equal opportunity employer and is committed to an inclusive workplace. Employment decisions are made without unlawful discrimination based on ancestry, age, color, disability, genetic information, gender, gender identity, gender expression, sexual and reproductive health decisions, marital status, medical condition, military or veteran status, national origin, race, religion, sex, or sexual orientation. This applies to hiring, training, compensation, promotion, assignment, benefits, discipline, and separation.

Applicants should also be aware of recruitment fraud warnings.