Sr. Analyst, Service Experience Optimization

About the role

We are seeking a Senior Strategy Analyst, Service Innovation to support service strategy and innovation initiatives within our Operations and Supply Chain organization.

Responsibilities

• Identify unmet customer and partner needs
• Evaluate new service opportunities
• Shape concepts that improve customer experience while reducing service costs and supporting business growth
• Lead end-to-end innovation workstreams, translating early insights into prioritized opportunities, pilot concepts, and implementation plans
• Partner closely with cross-functional stakeholders to frame problems, develop hypotheses, evaluate tradeoffs, and translate findings into clear, actionable recommendations

Requirements

• Bachelor’s degree (BA/BS) required; advanced degree preferred
• 5+ years of experience in consulting, strategy, business operations, customer experience, service design, product operations, or a related field
• Proven ability to lead complex, cross-functional initiatives from concept through execution
• Strong experience structuring analyses, evaluating tradeoffs, and developing practical, data-informed recommendations with clear business impact
• Excellent written and verbal communication skills, including the ability to develop clear, executive-ready presentations and narratives
• Advanced proficiency in Microsoft Excel, including modeling, scenario analysis, advanced formulas, and large dataset manipulation
• Strong working knowledge of SQL for complex querying, data extraction, and validation
• Experience with data visualization tools (e.g., Tableau, Power BI) to communicate insights effectively
• Experience using Python or similar tools for data analysis, automation, or exploratory analysis
• Strong understanding of end-to-end customer journey analytics, innovation metrics, and performance measurement frameworks
• Experience applying innovation and design methodologies
• Ability to synthesize qualitative insights and quantitative data into clear, actionable recommendations

Qualifications

• Enjoy working in ambiguous environments and bringing structure to loosely defined problems
• Motivated by strategy work and want to shape recommendations, not just execute assigned tasks
• Frame problems, develop hypotheses, and structure analyses to answer complex questions
• Think critically about customer needs, operational realities, and business tradeoffs, including cost, efficiency, and scalability
• Highly analytical and able to translate data and insights into clear, actionable recommendations
• Detail-oriented and comfortable diving into complex systems and processes
• Take ownership of your work and can move initiatives forward with limited direction
• Collaborate effectively and build strong relationships across functions

Benefits

• Medical, dental and vision coverage with network optionality and the ability to contribute to a savings account (HSA or FSA)
• Up to 4% company match into 401(k) and contributions into your company-sponsored pension
• $75/month budget to help prioritize your physical wellbeing
• $80/month stipend to subsidize connectivity costs
• Mental health resources including free 1:1 therapy, coaching sessions and digital resources
• Supportive leave policies
• Flexible Time Off Policy in addition to 9 Company Holidays
• Tuition reimbursement up to $5,250 per year to further your personal educational advancement desires
• Hybrid work arrangements with regular investment in gatherings/offsites to spend time together as team
• Variety of corporate perks and discounts

Pay

SquareTrade estimates the possible base compensation for this role, if hired in the U.S, to be in the range: $95K-$130K

Schedule

Effective July 1, 2014, under Indiana House Enrolled Act (HEA) 1242, it is against public policy of the State of Indiana and a discriminatory practice for an employer to discriminate against a prospective employee on the basis of status as a veteran by refusing to employ an applicant on the basis that they are a veteran of the armed forces of the United States, a member of the Indiana National Guard or a member of a reserve component.