CSC Data Analyst

About Simply Business

Simply Business is a digital insurance brokerage that specializes in one thing: protecting the businesses our customers are working hard to build. We’re doing this by simplifying the insurance-buying process for all small businesses, blending together a combination of technology, data, and insurance knowledge. Our proprietary technology platform allows small business owners to easily search and compare quotes from over 20 top-rated insurance providers, customize their coverage, and purchase and access their policies - all online. Founded in the UK in 2005, Simply Business is an insurtech pioneer with nearly 20 years of experience supporting small businesses. Simply Business is passionate about building an outstanding product for our customers - one that empowers their entrepreneurial spirits. More importantly, we’re doing it all while taking care of our people. We’ve consistently been named a best place to work, including most recently ranking in Built In’s 2025 Best Companies to Work for in the US (Top 100), and Best Places to Work in Boston. We want team members who have the drive to challenge boundaries. If you’re smart and passionate about delivering brilliant customer experiences, we’d love to hear from you.

Employment Type: Permanent

Role Overview

This position provides insights and analytics that support the Customer Solutions Center’s operating model. The Customer Solutions Center is the Sales and Service department at Simply Business. The CSC provides commercial insurance solutions to small business customers through exceptional service. The role leverages deep analytical expertise to provide actionable insights, shape contact center decisioning, and drive revenue and performance. This position collaborates with the Head of the Customer Solutions Center and other stakeholders to align analytical efforts with business objectives while serving as a subject matter expert for the data that illustrates the CSC story. The role develops and implements effective reporting systems and tools while fostering a data-driven culture. Data analysis, the ability to leverage cutting edge technology like artificial intelligence (AI) and strong proactive partnership skills are essential to this role.

What You Will Do

• Act as the key analyst for CSC operations.
• Lead the integration of various platform data into consolidated views and storylines and facilitate communication across the CSC.
• Deliver root cause analysis and investigate the drivers of KPI performance.
• Champion and manage the CSC reporting from both an operational/ workforce management and performance management perspective.
• Provide insights and facilitate strategic discussions on progress and key challenges.
• Regularly partner with CSC finance business partner to provide recommendations.
• Facilitate the preparation of regular CSC reporting, dashboards, and insights.
• Regular use of Looker, Amplitude and Zendesk.
• Proactively identify areas to improve CSC analytics and make adjustments to processes, leveraging innovative solutions as the business scales.
• Undertake and support ad-hoc strategic projects and analyses to support leadership decision-making and organizational priorities.

What You Need to Have

• Bachelors degree.
• 5+ years of analytics experience, with a background in financial service, insurance or “tech companies”.
• Possess strong contact center health/optimization expertise.
• Experience using new technological advancements such as AI to streamline current processes, garner valuable insights and drive business transformation.
• Ability to connect analytics work to priorities and business outcomes, provide recommendations and effectively influence business decisions.
• Experience presenting trends to various stakeholders or C-suite leaders.
• Ability to overlay future (visionary) work with current state to generate realistic operational roadmaps.
• Strong data skills (Excel, Looker, Amplitude).

Benefits and Perks

Here are some of the great benefits and perks that come