Senior Data Analyst

Cover Genius

Cover Genius is a Series E insurtech that protects the global customers of the world’s largest digital companies including Booking Holdings, owner of Priceline, Kayak and , Intuit, Uber, Ryanair, Turkish Airlines, Descartes Ship Rush, Zip and Seat Geek. We’re also available at Amazon, Flipkart, eBay, Wayfair and SE Asia’s largest company, Shopee. Our partners integrate with XCover, our award-winning insurance distribution platform, to embed protection for millions of customers worldwide each year.

Our team and products have been recognized with dozens of awards including by the Financial Times which ranked Cover Genius as the #1 fastest-growing company in APAC in 2020. Our diverse team across 20+ countries and many language groups commit itself to diverse cultural programs, in particular “CG Gives” which makes social entrepreneurs out of us all and funds development initiatives in global communities.

Bold, Authentic, Purposeful and Inspired. Our People are not Perfect, Traditional, Complacent or Cautious.

We are seeking a highly analytical, adaptable, and impact-driven Senior Data Analyst to join our growing Customer Operations team. This pivotal role will embed within our customer support operations team, acting as a critical partner to Customer Operations and business owners in driving growth and optimizing the end-to-end customer experience. A core part of this role involves partnering with Customer Operations to understand how the team works, what success looks like, and how data can be best used to measure and improve it.

You will be obsessed with leveraging data to support teams with strategic operational decisions, identify growth opportunities, and ensure operational excellence s role is ideal for someone excited by continuous change, eager to tackle diverse challenges across various operational initiatives, and committed to a data-driven culture.

• Empower Customer Operations to be Data Driven: As a strategic partner, you will provide cross-functional insights and connect the dots across multiple programs. As the truth seeker, you will objectively analyze data and identify opportunities. You will design, develop, and own insightful dashboards and reports that provide visibility into key operational metrics, SLA performance, support volumes, resolution trends, and team performance.
  
  These tools will empower Customer Operations to be data-led and make informed decisions by ensuring they have accurate information.
• Define & Execute on Data Requirements: Work closely with business owners to understand how operational data is captured across tooling, identify gaps, and own the requirements that close them, ensuring the right data exists to support accurate measurement.
• Support Data-Driven Decision Making: Translate ambiguous business questions into well-defined data problems and deliver actionable recommendations through clean, compelling data narratives. Collaborate closely with Customer Operations leaders to understand operational needs and ensure that all decisions are informed by robust data and analysis.
• Drive Growth with Actionable Insights: Perform deep-dive analysis to unpack insights and recommend solutions to top-of-mind problems the business is facing. Provide a clear understanding of why it happened, supporting teams in leveraging data for strategic and operational decisions.
• Champion Continuous Improvement & Automation: Participate in retrospectives and contribute to a culture of learning and iteration, using data to identify areas for process improvement. Drive automation and productisation of analytical solutions, transforming client questions into scalable analytical solutions. Proactively identify data quality issues or opportunities for improvement in analytics tooling and reporting.
• Collaborate Cross-Functionally: Work closely with diverse teams, including Customer Operations, Product, Data Engineering, and other relevant teams, to align efforts toward growth initiatives and ensure shared understanding of operational and product performance.
• Stakeholder Communication: Communicate findings to stakeholders at various levels,…