Analytics & Insights Lead

Life’s messiest moments require the smoothest solutions. As our Analytics & Insights Lead, you will join our Customer Experience (CX) team to transform raw customer data and feedback into powerful, actionable insights. In this role, you will enable CX teams to seamlessly access effective data to support strategic decision-making and influence broader business choices. Your mission is to clear the path for our frontline teams, drive data integrity, and ultimately fuel both customer delight and business growth.

If you worked here this past month here are some things you might have been involved in:

• Mapping our Data: Partnered cross-functionally to shape our Customer Voice Program, designing strategic data goals and setting measurable targets using historical trends and future growth initiatives.
• Leading the Metrics: Managed the intake process for new data requests and built out robust frameworks to maintain the absolute accuracy and integrity of our team scorecards.
• Scaling with Tech: Evaluated and integrated smart tech/AI tools into our reporting frameworks to speed up insight delivery without compromising on data quality.
• Driving Change Management: Collaborated closely with CX Leads to tie change management success metrics to overall business reporting, ensuring our data genuinely impacts operational excellence.
• Creating a Future-Proof System: Set up governance processes and structured libraries so that past insights are easily searchable, secure, and ready to guide future business strategies.

Let’s talk about you

You are a strategic data storyteller and people coach

You don’t just look at spreadsheets; you see the human stories behind the metrics. You excel at translating complex data sets into simple, compelling narratives that inspire action across different teams. As a natural leader, you love coaching others, modeling a “work smarter, not harder” high-performance culture, and aligning multiple stakeholders around a unified roadmap.

You’re hands-on with data and love getting into the detail

You’re just as comfortable building a dashboard as you are explaining what it means to a room full of non-technical stakeholders. You’ve got a strong grip on data analysis tools and techniques, and you know how to turn a jumble of numbers into something people can actually act on. You ask good questions, dig until you find the real insight and aren’t afraid to challenge assumptions along the way.

You’re a champion for data integrity and continuous improvement

You bring a highly organized approach to project management, building reliable data frameworks and compliance guardrails that stand the test of time. You thrive on driving a culture of continuous improvement, using evidence-backed recommendations to solve complex tracking puzzles, manage competing priorities, and turn strategic ideas into measurable business value.

You build systems that are built to last

You know a great governance framework isn’t just about solving today’s problem, it’s about setting up something that holds up as the business grows. You bring structure to ambiguity, document as you go, and make sure the next person can pick up right where you left off.

You’re a natural at bringing people along with you

Whether it’s aligning CX Leads on a shared roadmap or navigating competing priorities from different corners of the business, you know how to build trust and keep everyone rowing in the same direction. You listen first, communicate clearly, and aren’t precious about being the only one with the answer.

You give a crap

Do you want your work to make the world a better place? Do you want to work with other people who feel the same way? What a coincidence — us too!