Customer Insights Analyst

About the Company

SquareTrade, operating as Allstate Protection Plans, is a rapidly expanding business focused on reshaping a $30B market through better service and a strong commitment to customer satisfaction. Its partner network includes major retailers and carriers such as Walmart, Target, Amazon, Costco, and The Home Depot. The company has also received multiple industry recognitions and continues to earn thousands of five-star customer reviews. As part of the Allstate family, SquareTrade has headquarters in the Bay Area and London and is growing across Europe and Asia Pacific, including Japan, Australia, Korea, and Thailand.

Job Overview

The company is seeking a highly analytical, outcome-driven Insights Analyst to join the Operations and Supply Chain team. This role focuses on independently performing complex analysis, uncovering meaningful findings, and influencing partners across the business to improve customer experience and operational results. The ideal candidate is comfortable working through uncertainty, uses structured problem-solving to tackle complex issues, and collaborates cross-functionally to identify and resolve factors affecting NPS, CSAT, CES, and partner complaints while protecting brand trust and preventing recurring problems.

Key Responsibilities

• Conduct in-depth analysis of customer experience metrics such as NPS, CSAT, and CES, identifying root causes and turning findings into practical recommendations.
• Take ownership of tracking and monitoring system defects and operational issues, and keep stakeholders and leadership informed about progress, risks, and insights.
• Work closely with Product, Operations, Supply Chain, and other teams to evaluate the effect of operational changes and establish appropriate measurement methods.
• Spot developing patterns and broader issues across categories by combining data from multiple sources to reveal insights that may not be visible within a single function.
• Turn vague business questions into clear analytical work by defining assumptions, metrics, and data needs that support decision-making.
• Help shape prioritization and solution design by presenting clear, evidence-based recommendations to different audiences.
• Support continuous improvement by suggesting process, product, or policy changes based on analysis.
• Assist with scoping and execution of large or cross-functional initiatives, keeping work aligned with business goals.
• Contribute to analytical best practices and may offer informal support or mentoring to junior analysts.

Qualifications

• At least 3 years of relevant experience in analytics, operations, consulting, or a similar area, or an equivalent mix of education and experience.
• Strong understanding of customer journey analytics, including claims and service operations, with the ability to investigate complex customer problems independently.
• A solid history of finding business problems, generating insights, and producing measurable results.
• Excellent critical thinking and problem-solving abilities, especially in ambiguous and complicated situations.
• Experience collaborating across functions and influencing stakeholders without having direct authority.
• Strong communication skills and the ability to adapt insights for both technical and non-technical audiences.
• Advanced capability in SQL, Tableau, and Excel, or comparable analytics and visualization tools.

Ideal Candidate Profile

• Interested in operations and using data to improve processes and uncover product or service enhancements.
• Analytical in approach, able to explain not only the idea itself but also the reasons, methods, and timing behind it, supported by data.
• Highly detail-oriented and able to manage multiple priorities in a fast-moving, constantly changing environment.
• Self-directed and motivated by continuous improvement.
• Persistent, resourceful, and committed to making a meaningful business impact.
• A collaborative team player who works effectively with internal and external partners.

Additional Information

Employees have access to medical, dental, and vision coverage with network flexibility, plus the option to contribute to an HSA or FSA. The company offers up to a 4% match in the 401(k), along with contributions to a company-sponsored pension. There is a $75 per month wellness budget and an $80 per month stipend to help offset connectivity expenses. Additional support includes mental health resources such as free one-on-one therapy, coaching sessions, and digital tools, along with supportive leave policies. The company provides Flexible Time Off plus 9 company holidays, and tuition reimbursement of up to $5,250 per year for eligible educational growth. The role also includes hybrid work arrangements with regular team gatherings and offsites, as well as corporate perks and discounts.

Compensation

For U.S. hires, the expected base salary range for this position is approximately $80,000 to $110,000 annually.

Employment Conditions

SquareTrade/Allstate Protection Plans generally does not sponsor employment-based visas for this role. Any candidate selected for the position will need to complete a background check.

Equal Opportunity and Legal Notices

The company is an Equal Employment Opportunity employer and is committed to maintaining an inclusive workplace. Applications are welcomed from qualified individuals regardless of race, religion, color, national origin, sex, gender identity, gender expression, sexual orientation, age, marital status, veteran status, or disability status. Employment decisions are made based on merit, and discrimination in hiring, training, compensation, promotion, assignments, benefits, discipline, or separation based on protected characteristics is prohibited. The posting also references applicable notices and policies including Indiana veteran protections, the San Francisco Fair Chance Ordinance, the Los Angeles Fair Chance Initiative for Hiring Ordinance, the EEO Know Your Rights poster, the FMLA poster, and a recruitment fraud warning.