Staff Analyst

• Own analytics for the Customer Experience domain. Develop the metrics, analytical frameworks, monitoring, and business understanding needed to evaluate the customer journey across onboarding, policy servicing, billing, payments, cancellations, and other critical interactions.
• Serve as Root’s analytical Subject Matter Expert for policyholder retention. Maintain a holistic view of retention performance, identify material drivers and emerging risks, quantify opportunities, and coordinate the analytical work needed to inform action across Customer Experience and adjacent teams. Interact with Senior and Executive leadership as the retention Subject Matter Expert.
• Define and prioritize the domain analytics roadmap. Proactively identify high-value problems and opportunities, anticipate future analytical needs, evaluate potential initiatives based on expected business value, learning value, risk, cost, and dependencies, and translate those priorities into an actionable roadmap with cross-functional partners.
• Shape strategy through rigorous decision making. Frame ambiguous business problems, develop and evaluate multiple strategic options, build impact estimates and scenario analyses, and recommend a path forward even when the solution is not obvious or the available evidence is incomplete.
• Establish experimentation and measurement systems for customer-facing initiatives. Partner with Product and Engineering from ideation through launch to define hypotheses, success metrics, guardrails, instrumentation, and appropriate experimental or observational designs. Use post-launch evidence to recommend whether strategies should be scaled, modified, or stopped.
• Drive alignment and action across teams. Lead recurring business reviews and strategic readouts, communicate emerging trends and risks, resolve analytical ambiguity, and influence tradeoffs across Product, Engineering, Data Science, Operations, and other stakeholders. Partner with Product to evaluate external vendors and partnerships where they materially affect the customer experience or business outcomes.
• Increase the analytical effectiveness of the broader domain. Build reusable tools, frameworks, and analytical standards that improve decision quality and enable others to answer important questions independently. Introduce new methods where they materially improve rigor, and communicate complex findings clearly to both technical partners and senior and executive leaders.

What You Will Need to Succeed

• 7+ years of experience in Analytics, Decision Science, Product Analytics, Data Science, or a similarly quantitative discipline, or equivalent demonstrated experience operating at comparable scope.
• A track record of owning analytics for a meaningful business or product domain, including independently identifying opportunities, framing ambiguous problems, shaping priorities, and influencing roadmap decisions—not only executing assigned analyses.
• Advanced SQL skills and deep experience working with large, complex datasets and business intelligence or visualization tools such as Tableau, Mode, Power BI, or similar platforms.
• Proficiency with Python, R, or another analytical programming language for statistical analysis, modeling, automation, or advanced analytical workflows.
• Deep expertise in experimental design, causal inference, and applied statistical reasoning, with strong judgment about selecting the appropriate methodology for the business decision and evidence available.
• Strong business acumen and demonstrated ability to evaluate multiple strategic options, quantify expected impact, make recommendations under uncertainty, and refine those recommendations as new evidence becomes available.
• Proven ability to lead complex, cross-functional initiatives and drive action through influence rather than formal authority, particularly across Product, Engineering, Data Science, and senior business stakeholders.
• Exceptional written and verbal communication skills, with the ability to simplify complex topics, build persuasive data-driven business cases, and communicate effectively with senior and executive leadership.
• Experience analyzing customer lifecycle, retention, churn, conversion, payments, or other behavioral dynamics in a consumer business is strongly preferred. Experience in insurance, fintech, subscription businesses, or other transaction-heavy consumer products is a plus.

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