Customer Insights Analyst

About SquareTrade

SquareTrade, also known as Allstate Protection Plans, is a rapidly expanding company within its sector and is helping reshape a $30 billion market through better service and a strong commitment to customer satisfaction. Its partner network includes major names such as Walmart, Target, Amazon, Costco, and The Home Depot. The company has also earned industry recognition and thousands of highly rated customer reviews. As part of the Allstate family, SquareTrade operates from headquarters in the Bay Area and London and continues to grow quickly across Europe and Asia Pacific, including Japan, Australia, Korea, and Thailand.

Role Overview

The company is hiring a highly analytical and outcome-driven Insights Analyst to join the Operations and Supply Chain organization. This person will be expected to independently conduct complex analyses, uncover practical insights, and influence partners across teams to strengthen customer experience and operational results.

The right candidate should be comfortable working through ambiguity, using structured problem-solving to tackle difficult questions, and collaborating across functions to identify and resolve issues affecting NPS, CSAT, CES, and partner complaints. The aim is to protect brand reputation while proactively preventing recurring problems.

What You Will Do

• Perform detailed investigations into the factors affecting customer experience metrics such as NPS, CSAT, and CES, determine the underlying causes, and turn findings into practical recommendations.
• Manage the full tracking cycle for system defects and operational problems, while keeping stakeholders and leaders informed about findings, risks, and progress.
• Work closely with Product, Operations, Supply Chain, and other teams to evaluate the effects of operational changes and build suitable measurement approaches.
• Spot patterns and broad issues across categories by combining data from multiple sources, especially when trends are not obvious within a single function.
• Turn loosely defined business challenges into structured analytical work by setting hypotheses, metrics, and data needs.
• Help shape prioritization and solution design by presenting clear, evidence-based insights to different audiences.
• Support process, product, or policy improvements based on analytical findings and continuous improvement efforts.
• Assist with scoping and execution of major or cross-functional projects so that work stays aligned with business goals.
• Contribute to analytical standards 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 grasp of customer journey analytics, including claims and service operations, with the ability to independently examine complex customer issues.
• Demonstrated success in identifying business problems, generating insights, and producing measurable results.
• Strong critical thinking and problem-solving capability, especially in unclear or multifaceted situations.
• Experience collaborating across teams and influencing people without direct reporting authority.
• Excellent communication skills with the ability to adapt insights for both technical and non-technical audiences.
• Advanced working knowledge of SQL, Tableau, and Excel or comparable analysis and visualization tools.

Ideal Candidate Profile

• Someone who is oriented toward operations and interested in using data to improve processes and identify product or service enhancements.
• An analytical thinker who can explain not only the idea, but also the reasoning, approach, timing, and supporting data.
• Highly detail-focused and able to balance multiple priorities in a fast-moving environment.
• A self-starter who embraces continuous improvement.
• Persistent, resourceful, and motivated to make a business impact.
• A strong team player who works effectively with internal and external stakeholders.

Additional Information

SquareTrade offers a range of benefits and workplace support, including medical, dental, and vision coverage with network flexibility, plus the option to contribute to an HSA or FSA. Employees may receive up to a 4% company match in the 401(k) plan and also company-sponsored pension contributions. Additional support includes a $75 monthly budget for physical wellbeing, an $80 monthly connectivity stipend, access to mental health resources such as free one-on-one therapy, coaching, and digital tools, supportive leave policies, flexible time off along with 9 company holidays, tuition reimbursement of up to $5,250 per year, hybrid work arrangements with regular team gatherings and offsites, and various corporate discounts and perks.

The estimated base pay for this U.S.-based role is $80,000 to $110,000 per year.

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

Any candidate selected for this role will need to complete a background check.

SquareTrade is an equal opportunity employer and is committed to maintaining an inclusive workplace. Employment decisions are made without discrimination based on protected characteristics, and this policy applies to all areas of employment including hiring, training, compensation, promotion, assignments, benefits, discipline, and separation.

Recruitment fraud warnings and legally required notices are also provided by the company.

Legal and Compliance Notices

For certain locations, the company references applicable fair chance and hiring ordinances, along with required federal employment posters such as EEO Know Your Rights and FMLA information.

It is also noted that the employer follows applicable Indiana veteran status protections and states its commitment to non-discriminatory employment practices.