Sr. Analyst, Service Experience Optimization

Job description

We are seeking a Senior Strategy Analyst, Service Innovation to support service strategy and innovation initiatives within our Operations and Supply Chain organization. This role focuses on identifying unmet customer and partner needs, evaluating new service opportunities, and shaping concepts that improve customer experience while reducing service costs and supporting business growth. This is a strategy-oriented individual contributor role with significant ownership and influence. It is not a traditional analyst position focused on reporting, dashboard development, or executing predefined tasks. Instead, this role centers on framing complex problems, leading structured analysis, and developing recommendations that influence strategy and cross-functional priorities. In this role, you will lead end-to-end innovation workstreams, translating early insights into prioritized opportunities, pilot concepts, and implementation plans. You will partner closely with cross-functional stakeholders to frame problems, develop hypotheses, evaluate tradeoffs, and translate findings into clear, actionable recommendations. The ideal candidate brings advanced analytical expertise and strong strategic thinking and is comfortable operating in ambiguous environments. They are motivated by solving complex problems with both strategic and operational implications, and are energized by ownership, impact, and influencing direction across teams rather than executing narrowly defined tasks. What’s Great About This Role: Work on high-impact innovation problems with a direct connection to customer outcomes, claim performance, and overall business results Lead efforts to identify, shape, and scale new service concepts that drive long-term customer engagement and business impact Build exposure to multiple parts of the business, including Product, Operations, Growth Strategy, Finance, and Customer Insights, to drive enterprise-level outcomes Own complex, cross-functional workstreams in a fast-paced environment with strong visibility to senior stakeholders Engage in work that spans both strategic thinking and practical execution, with clear and measurable business impact You’re Our Ideal Candidate If You: Enjoy working in ambiguous environments and bringing structure to loosely defined problems Are motivated by strategy work and want to shape recommendations, not just execute assigned tasks Can 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 Are highly analytical and able to translate data and insights into clear, actionable recommendations Are 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 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 Nice to Have: Experience with service innovation, concept development, pilot design, or incubation work Background in customer experience, operations strategy, or service design Experience influencing cross-functional strategy or organizational initiatives Graduate degree in a related field At SquareTrade you'll have access to: 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 Various corporate perks and discounts SquareTrade estimates the possible base compensation for this role, if hired in the U.S, to be in the range: $95K-$130K SquareTrade/Allstate Protection Plans generally does not sponsor individuals for employment-based visas for this position. The candidate(s) offered this position will be required to submit to a background investigation. 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. For jobs in San Francisco, please click “ here ” for information regarding the San Francisco Fair Chance Ordinance. For jobs in Los Angeles, please click “ here ” for information regarding the Los Angeles Fair Chance Initiative for Hiring Ordinance. To view the “EEO Know Your Rights” poster click “ here ”. This poster provides information concerning the laws and procedures for filing complaints of violations of the laws with the Office of Federal Contract Compliance Programs. To view the FMLA poster, click “ here ”. This poster summarizing the major provisions of the Family and Medical Leave Act (FMLA) and telling employees how to file a complaint. SquareTrade is proud to be an Equal Employment Opportunity employer. We are committed to creating an inclusive work environment for all employees. We celebrate diversity and encourage applications from all qualified individuals regardless of race, religion, color, national origin, sex, gender identity, gender expression, sexual orientation, age, marital status, veteran status, or ability status. It is the Company’s policy to employ the best qualified individuals available for all jobs. Therefore, any discriminatory action taken on account of an employee’s ancestry, age, color, disability, genetic information, gender, gender identity, gender expression, sexual and reproductive health decision, marital status, medical condition, military or veteran status, national origin, race (include traits historically associated with race, including, but not limited to, hair texture and protective hairstyles), religion (including religious dress), sex, or sexual orientation that adversely affects an employee's terms or conditions of employment is prohibited. This policy applies to all aspects of the employment relationship, including, but not limited to, hiring, training, salary administration, promotion, job assignment, benefits, discipline, and separation of employment. Beware of Recruitment Fraud. For more information, please click “ here ”. SquareTrade, Inc. d/b/a Allstate Protection Plans (“SquareTrade”) 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, SquareTrade has headquarters in the Bay Area and London, and we’re expanding rapidly across Europe and Asia Pacific, including Japan, Australia, Korea, and Thailand.