The Company
Cover Genius is a Series E insurtech that protects the global customers of the world’s largest digital companies including Booking Holdings, owner of Priceline, Kayak and Booking.com, Intuit, Uber, Ryanair, Turkish Airlines, Descartes ShipRush, Zip and SeatGeek. We’re also available at Amazon, Flipkart, eBay, Wayfair and SE Asia’s largest company, Shopee. Our partners integrate with XCover, our award-winning insurance distribution platform, to embed protection for millions of customers worldwide each year.
Our team and products have been recognized with dozens of awards including by the Financial Times which ranked Cover Genius as the #1 fastest-growing company in APAC in 2020. Our diverse team across 20+ countries and many language groups commit itself to diverse cultural programs, in particular “CG Gives” which makes social entrepreneurs out of us all and funds development initiatives in global communities.
Our People are
Bold, Authentic, Purposeful and Inspired
Our People are not
Perfect, Traditional, Complacent or Cautious
About the role
We are seeking a highly analytical, adaptable, and impact-driven Senior Data Analyst to join our growing Customer Operations team. This pivotal role will embed within our customer support operations team, acting as a critical partner to Customer Operations and business owners in driving growth and optimizing the end-to-end customer experience. A core part of this role involves partnering with Customer Operations to understand how the team works, what success looks like, and how data can be best used to measure and improve it.
You will be obsessed with leveraging data to support teams with strategic operational decisions, identify growth opportunities, and ensure operational excellence at scale. This role is ideal for someone excited by continuous change, eager to tackle diverse challenges across various operational initiatives, and committed to a data-driven culture.
Key Responsibilities:
Empower Customer Operations to be Data Driven: As a strategic partner, you will provide cross-functional insights and connect the dots across multiple programs. As the "truth seeker," you will objectively analyze data and identify opportunities. You will design, develop, and own insightful dashboards and reports that provide visibility into key operational metrics, SLA performance, support volumes, resolution trends, and team performance. These tools will empower Customer Operations to be data-led and make informed decisions by ensuring they have accurate information.
Define & Execute on Data Requirements: Work closely with business owners to understand how operational data is captured across tooling, identify gaps, and own the requirements that close them, ensuring the right data exists to support accurate measurement
Support Data-Driven Decision Making: You will translate ambiguous business questions into well-defined data problems and deliver actionable recommendations through clean, compelling data narratives. You will collaborate closely with Customer Operations leaders to understand operational needs and ensure that all decisions are informed by robust data and analysis.
Drive Growth with Actionable Insights: You will perform deep-dive analysis to unpack insights and recommend solutions to top-of-mind problems the business is facing. Your analysis will go beyond simple reporting of "what happened" to provide a clear understanding of "why it happened", supporting teams in leveraging data for strategic and operational decisions.
Champion Continuous Improvement & Automation: Actively participate in retrospectives and contribute to a culture of learning and iteration, using data to identify areas for process improvement. Drive automation and productisation of analytical solutions, transforming client questions into scalable analytical solutions. Proactively identify data quality issues or opportunities for improvement in analytics tooling and reporting.
Collaborate Cross-Functionally: Work closely with diverse teams, including Customer Operations, Product, Data Engineering, and other relevant teams, to align efforts toward growth initiatives and ensure shared understanding of operational and product performance.
Stakeholder Communication: Communicate findings to stakeholders at various levels, adjusting content and complexity to suit the audience, and translating complex analyses into clear, actionable takeaways tailored for both technical and non-technical audiences.
Ensure Accountability: Ensure accountability for analytics quality and successful delivery of key projects with measurable client outcomes. Support quarterly and annual planning efforts with data inputs, forecasting trends, and key performance analytics.
To help us level up, you'll ideally have:
4+ years of experience as a Data Analyst, preferably within customer operations, support, or supporting product teams.
Strong SQL proficiency is essential for data extraction, manipulation, and analysis.
Experience with data modeling and transformation tools like dbt (Data Build Tool).
Experience contributing to operational metric definition and measurement frameworks, working with stakeholders to agree on definitions, handle edge cases, and translate this into data logic
Familiarity with workflow orchestration tools such as Airflow.
Proficiency in building dashboards and reports using business intelligence tools to visualise data and communicate insights effectively.
Demonstrated ability to translate complex data into clear, actionable insights for non-technical stakeholders.
A strong understanding of operational metrics, customer support workflows, and SLA measurement
Basic understanding of Python for data analysis and scripting is a plus.
Why Cover Genius?
Cover Genius not only cares about being the best in our industry, we care about our team. We’re a business that understands life can be fluid and so we flex to ensure we provide the environment to suit that. What does that mean?
- Employee Stock Options - we want our people to share in our success, we reward them with ownership for their contribution in creating a world-class company.
- Work with like-minded people who are passionate about both the work we're doing and giving back. Our CG Gives programs enables us to all become philanthropists through our peer recognition and rewards system.
- Social Initiatives - pictures speak a thousand words!
Sound interesting? If you think you have the best composition of the above, send us your resume and let's chat!
- Cover Genius promotes diversity and inclusivity. We don't tolerate discrimination, demeaning treatment of anyone, or harassment due to race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or any other legally protected status.
By submitting your application, you acknowledge that we may collect, store and process your personal data for recruitment purposes. To ensure a fair evaluation, we may use AI to assist in sorting applications, but all final decisions are made by our hiring team and no candidate dispositions are automated. We will keep your information on file for three years from the date of your application. For detailed information about how we handle your data and our use of AI, please review our full Privacy Policy.
