Staff Analyst

Accountabilities

• Customer Experience Analytics: Own the analytics strategy for the Customer Experience domain, developing key performance indicators, analytical frameworks, monitoring systems, and business insights across onboarding, policy servicing, billing, payments, cancellations, and other critical customer interactions.

• Customer Retention Strategy: Serve as the analytical subject matter expert for policyholder retention. Monitor retention performance, identify key drivers of customer behavior, anticipate emerging risks, quantify improvement opportunities, and provide strategic insights to senior and executive leadership.

• Analytics Roadmap & Prioritization: Define and maintain the domain analytics roadmap by identifying high-impact business opportunities, anticipating future analytical needs, and evaluating initiatives based on business value, learning potential, risks, costs, and dependencies.

• Strategic Decision Support: Translate complex and ambiguous business challenges into structured analytical problems. Develop strategic alternatives, conduct impact assessments and scenario analyses, and provide evidence-based recommendations to support business decisions.

• Experimentation & Measurement: Partner with Product and Engineering teams to design and implement measurement strategies for customer-facing initiatives. Define hypotheses, success metrics, guardrails, and instrumentation, and apply appropriate experimental or observational methods to evaluate outcomes.

• Cross-Functional Collaboration: Work closely with Product, Engineering, Data Science, Operations, and other stakeholders to align priorities, communicate analytical findings, and influence strategic decisions. Lead business reviews and presentations while helping teams address analytical challenges and emerging business risks.

• Business Performance Optimization: Evaluate customer experience initiatives, external vendors, and potential partnerships to understand their impact on customer satisfaction, retention, and business performance.

• Analytics Excellence: Develop reusable analytical tools, frameworks, and standards that improve decision-making across the organization. Introduce innovative methodologies, strengthen analytical capabilities, and communicate complex insights effectively to technical teams and executive stakeholders.

Requirements

• Professional Experience: At least 7 years of experience in Analytics, Decision Science, Product Analytics, Data Science, or another highly quantitative discipline, or equivalent experience demonstrating comparable responsibilities and expertise.

• Strategic Analytics Ownership: Proven experience independently managing analytics for a significant business or product domain, identifying opportunities, structuring complex problems, setting priorities, and influencing strategic roadmaps.

• Technical Expertise: Advanced SQL skills and extensive experience working with large, complex datasets. Proficiency with business intelligence and data visualization platforms such as Tableau, Mode, Power BI, or equivalent tools.

• Programming Skills: Experience with Python, R, or another analytical programming language for statistical analysis, predictive modeling, automation, and advanced analytical workflows.

• Statistical & Analytical Knowledge: Deep understanding of experimental design, causal inference, and applied statistics, with the ability to select appropriate analytical methodologies based on business objectives and available evidence.

• Business Acumen: Strong understanding of business performance and the ability to evaluate strategic alternatives, quantify potential outcomes, develop business cases, and make informed recommendations in uncertain environments.

• Leadership & Collaboration: Demonstrated ability to lead complex, cross-functional initiatives and influence stakeholders without relying on formal authority, particularly across Product, Engineering, Data Science, and senior leadership teams.

• Communication Skills: Excellent written and verbal communication abilities, with a talent for simplifying complex analytical concepts, presenting persuasive data-driven recommendations, and engaging effectively with executive audiences.

• Relevant Industry Experience: Experience analyzing customer lifecycle metrics, retention, churn, conversion, payments, or consumer behavioral patterns is strongly preferred. Background in insurance, fintech, subscription-based businesses, or other transaction-intensive consumer industries is an advantage.

Benefits

• Competitive Compensation: Annual salary ranging from $143,800 to $179,700, depending on qualifications, experience, and other relevant factors.

• Performance-Based Rewards: Eligibility for a competitive bonus and equity offering.

• Remote Flexibility: Work remotely from anywhere in the United States, with flexibility to choose the location that best supports your productivity and lifestyle.

• Professional Impact: Opportunity to influence strategic business decisions and shape customer experiences through advanced analytics and experimentation.

• Innovative Environment: Work with cutting-edge technologies, machine learning, mobile telematics, and data-driven insurance solutions.

• Cross-Functional Exposure: Collaborate with experienced professionals across Product, Engineering, Data Science, Operations, and executive leadership.

• Inclusive Workplace: Commitment to equal employment opportunities and reasonable accommodations throughout the recruitment and employment process.