Insights Analyst, Business Operations

Insights Analyst, Business Operations

Square Trade, Inc. d/b/a Allstate Protection Plans ("Square Trade") is one of the fastest-growing companies in its industry. We're transforming a $30B market through service innovation and an unwavering focus on customer satisfaction. Our partners include some of the world's most recognized retailers and carriers—Walmart, Target, Amazon, Costco, and The Home Depot, to name a few. We consistently earn industry awards, have tens of thousands of 5-star reviews, and we're just getting started.

As part of the Allstate family, Square Trade has headquarters in the Bay Area and London, and we're expanding rapidly across Europe and Asia Pacific, including Japan, Australia, Korea, and Thailand.

We are looking for a highly analytical and technically skilled Insights Analyst to join our Service Strategy & Operations Team.

The role is responsible for leveraging data, automation, and business intelligence tools to improve operational visibility, reduce manual analytical effort, and proactively identify issues impacting customer experience and operational performance. This role focuses on building scalable reporting, monitoring, and alerting solutions that enable teams to identify and address problems earlier and more efficiently.

The ideal candidate thrives in ambiguity, applies structured problem solving to complex challenges, and partners across the business to improve how operational and customer experience issues are identified, tracked, and resolved. They are passionate about automation, continuous improvement, and using technology to create smarter and more efficient operating processes.

What You'll Be Doing:

• Design and maintain automated reporting, monitoring, and alerting solutions that improve visibility into operational performance, customer experience trends, and system health.
• Build scalable processes and "early-warning" mechanisms that help identify service defects, operational issues, and customer experience risks before they become larger business problems.
• Automate recurring analytical processes and manual investigative work using reporting tools, workflow automation platforms, AI-enabled solutions, and business intelligence technologies.
• Develop and maintain Power BI dashboards, scorecards, and visualizations that support operational decision-making and performance management.
• Partner cross-functionally with Product, Operations, Supply Chain, and other business units to define measurement approaches and monitor the impact of operational changes.
• Monitor operational and customer experience metrics, identifying emerging trends, risks, and opportunities for improvement.
• Analyze complex datasets from multiple sources to identify patterns, root causes, and actionable recommendations that improve business performance. Build reporting solutions that consolidate data across systems and improve stakeholder access to meaningful insights.
• Support investigation of operational, customer, and system-related issues by leveraging automated reporting, dashboards, and monitoring tools.
• Identify opportunities to leverage technologies such as Power BI, Power Automate, Copilot agents, Salesforce reporting, or similar tools to improve efficiency and insight generation.
• Contribute to large-scale projects and continuous improvement initiatives by providing analytical support, technical expertise, and measurement frameworks.
• Support development of analytical best practices and may provide informal guidance or mentorship to junior analysts.

• 3+ years of relevant work experience in analytics, operations, consulting, systems analysis or a related field; or equivalent combination of education and experience.
• Proven experience automating reporting analytical workflows, or operational processes that improved efficiency or business outcomes.
• Experience developing dashboards, reporting solutions, and performance monitoring tools.
• Strong experience with Power BI, including dashboard creation, data modeling, and visualization best practices.
• Strong understanding of customer journey analytics (e.g., claims, service operations) and ability to independently investigate complex customer issues.
• Experience translating business needs into scalable reporting, automation, or monitoring solutions.
• Strong critical thinking and problem-solving skills, with the ability to navigate ambiguous and complex scenarios.
• Experience working cross-functionally and influencing stakeholders without direct authority.
• Excellent communication skills, with the ability to tailor insights for both technical and non-technical audiences.
• Advanced proficiency in SQL, Tableau, and Excel (or similar analytical and visualization tools).

You're Our Ideal Candidate If You Are:

• Focused on solving recurring business problems through automation.
• Passionate about improving operational processes through technology and data.
• Analytically minded: you can not only come up with an idea (the "what's"), but the "why's", "how's", and "when's",…