Insights Analyst, Customer Support - USDS

Responsibilities

The Performance & Insights Team empowers decision makers across Customer Support by transforming qualitative and operational signals into strategic insights. We specialize in deep analysis of user sentiment, workflow performance, and policy compliance to identify root causes, recommend improvements, and measure the success of business interventions.

The Insights Analyst will report to the Performance & Insights Lead. As an Insights Analyst, you will lead high-impact research studies, turning data into actionable insight. Your work will inform operational strategy, training programs, and product/process improvement. You'll partner with Operations and other cross-functional teams to uncover the "why" behind performance trends-and deliver insight that drives meaningful change.

- Conduct advanced qualitative and operational data analysis using CSAT, audit outcomes, CRM data, and support workflows to surface trends and root causes.
- Create clear, compelling reports and executive presentations to deliver insights tailored to diverse audiences, from operations managers to leadership.
- Translate findings into actionable recommendations and implementation plans, including measurable KPIs to track resolution success over time.
- Support Monthly and Quarterly Business Reviews (MBRs/QBRs) with performance readouts, user experience narratives, and strategic opportunity framing.
- Develop research protocols, guide intake scoping calls, and define sample size, data sources, and study objectives with requestors.
- Lead cross-functional insight initiatives, such as product launch assessments, CSAT deep dives, and process optimization studies.
- Measure and report on the effectiveness of implemented changes, ensuring alignment to business goals and impact KPIs.
- Maintain and enhance internal dashboards and templates for insight tracking, output standardization, and post-project documentation.
- Work closely with QA and Training teams to align insight-driven action with coaching strategies, content refinement, and operational rollouts.
- Stay current on support policies, SOPs, and tooling to ensure all recommendations reflect accurate process context.

Qualifications

Minimum Qualifications
- Over 3 years of experience in customer support operations, CX/UX research, quality insights, or business strategy roles.
- Strong experience in qualitative and operational data analysis, including use of Excel/Google Sheets, and/or SQL. Experience building metrics-based tracking models to measure the success and sustainability of process improvements or mitigation plans.
- Demonstrated ability to write insight reports, executive summaries, and recommendation memos that drive action and align with business priorities.
- Proven success in creating presentation decks and readouts for a variety of audiences, including operations leaders and cross-functional partners.
- Comfortable working with CRM and support systems (e.g., Zendesk), survey tools, and collaborative platforms (e.g., G-Suite, Confluence).
- Excellent time management and project planning skills, including scoping, milestone tracking, and stakeholder alignment.

Preferred Qualifications
- Your ability to work in a fast-paced environment, adapt, and respond to day-to-day challenges of the role.
- Resilience and commitment to self-care to manage the emotional demands of the role.
- A data-literate storyteller who excels at transforming qualitative themes into structured insight and translating findings into decisions and deliverables.
- Strategic and detail-oriented, with a proven ability to balance depth of analysis with fast-paced execution across multiple concurrent initiatives.
- Comfortable building and owning end-to-end insight lifecycles-from intake to readout to impact validation.