Operations Analyst, Customer Journey & Retention - Acton, MA; Hybrid

Operations Analyst, Customer Journey & Retention

This is a unique opportunity to sit at the intersection of customer success, analytics, operations, and technology while directly impacting patient outcomes  the Operations Analyst, Customer Journey & Retention, you'll be responsible for identifying opportunities to improve how customers start, engage with, and stay committed to Insulet's products, using data and insights to drive meaningful business decisions. The role offers high visibility across multiple functions, allowing you to partner with Customer Success leaders, Data Scientists, Analytics teams, and Technology stakeholders to develop retention programs, launch pilots, and optimize the customer experience.

It's an ideal position for someone who enjoys solving complex business problems, leading initiatives without direct authority, translating data into action, and driving measurable results in a mission-driven healthcare organization. If you're looking for a role where you can influence strategy, improve customer outcomes, and build experience in Agile project leadership, analytics, and cross-functional program management, this position provides an exceptional platform for growth and impact.

The Operations Analyst, Customer Journey & Retention will play a critical role in helping customers successfully start and remain engaged with Insulet's products by identifying, prioritizing, and driving initiatives that improve customer retention and adherence. This individual will serve as the bridge between Customer Success, Operations, Data Services, Analytics, and Technology teams, translating business needs into actionable work streams and ensuring insights are converted into meaningful customer interventions.

Working closely with Customer Success leadership, this role will help shape programs, pilots, and engagement strategies focused on understanding customer behaviors, identifying potential gaps in the customer journey, and implementing solutions that keep customers on track. The ideal candidate is equally comfortable facilitating discussions with business stakeholders, prioritizing analytics requests, interpreting data trends, and leading Agile initiatives without direct authority.

Key Responsibilities

• Partner with Customer Success leadership to identify opportunities to improve customer onboarding, engagement, and retention.
• Analyze customer journey trends, engagement patterns, and operational performance metrics to uncover barriers to customer success.
• Support the development and execution of retention-focused programs, pilots, and interventions.
• Help define and measure success metrics for customer engagement initiatives.
• Translate customer insights into actionable recommendations that drive improved outcomes and product adherence.

• Serve as the primary liaison between Customer Success teams and Data Services organizations, including Analytics, Data Science, Machine Learning, and AI teams.
• Facilitate intake, prioritization, and execution of analytics and reporting requests aligned with customer retention goals.
• Lead cross-functional discussions to clarify business needs, identify desired outcomes, and ensure teams remain focused on solving the highest-priority problems.
• Drive alignment among stakeholders and maintain visibility into ongoing initiatives, dependencies, and progress.
• Influence and coordinate teams without direct reporting relationships.

• Lead initiatives using Agile, Kanban, and iterative delivery methodologies rather than traditional waterfall project structures.
• Break complex business problems into manageable work streams and actionable deliverables.
• Create and manage work intake, prioritization, and workflow processes utilizing Kanban or similar Agile frameworks.
• Monitor initiative progress through clear status tracking, stakeholder communication, and issue resolution.
• Facilitate continuous improvement cycles by incorporating stakeholder and customer feedback into future enhancements.

• Collaborate with Data Scientists, Analysts, and Business Intelligence teams to define reporting requirements and measurement strategies.
• Translate business needs into well-defined analytics requests, user stories, and development tickets.
• Review outputs and validate that data solutions address the intended business problem.
• Communicate analytical findings and recommendations to business stakeholders in a clear and actionable manner.
• Support dashboard development, reporting initiatives, and customer behavior analysis by helping define requirements and business context.

Education and Experience

• Bachelor's degree in Business, Analytics, Information Systems, Computer Science, Engineering, or a related field.
• 3+ years of experience in business analysis, analytics, operations, project coordination, program management, or a related role.
• Experience analyzing data and communicating findings to business stakeholders.
• Familiarity with Agile methodologies, Kanban, or other iterative delivery frameworks.
• Experience with Microsoft Excel and…