Customer Analytics Lead

Customer & Lifecycle Analytics

• Analyze customer behavior across onboarding, engagement, renewal, upsell, and win-back stages to identify growth and retention opportunities.
• Translate complex datasets into insights that directly inform lifecycle strategies, pricing decisions, and operational improvements.
• Measure and optimize initiatives using experimentation, cohort analysis, and statistical techniques.
• Clearly explain what’s happening, why it matters, and what to do next to business stakeholders.

Business & Operational Impact

• Partner with Service Operations to analyze processes, service performance, and cost drivers affecting customer experience.
• Build and maintain metrics, dashboards, and analytical readouts used by leaders to guide decisions.
• Support data-driven business cases for new initiatives, tools, or process changes.

Cross-Functional Leadership

• Own analytics work from problem definition through delivery in a matrixed environment.
• Collaborate with Product, Technology, BI, and Data Science teams to define KPIs and success criteria.
• Influence priorities and outcomes without direct authority, acting as a trusted analytics advisor.

Data Quality & Enablement

• Partner with BI and Data Engineering teams to ensure data accuracy, accessibility, and consistency.
• Contribute to analytics standards and data governance practices that improve trust and adoption.
• Perform other duties as assigned

What We're Looking For

• 5+ years of experience in Customer Analytics, Lifecycle Analytics, or Business Analytics.
• Strong hands-on experience with SQL and large, relational datasets.
• Experience using BI and visualization tools such as Tableau, Power BI, MicroStrategy, or similar.
• Proven ability to connect analytics to real business decisions and outcomes.
• Comfort working in fast-paced, cross-functional environments with limited oversight.
• Experience in subscription businesses, insurance/warranty, retail, or service-based industries is a plus.

What Makes You Successful

• You are a self-starter who owns business challenges and solutions end-to-end.
• You combine strong analytical skills with clear storytelling.
• You thrive in ambiguity and turn complex data into clarity.
• Your influence through credibility, not hierarchy

Why Cinch

At Cinch Home Services, analytics plays a critical role in shaping how we serve customers and grow profitably. In this role, you will have real ownership, strong visibility, and the opportunity to make a measurable impact on how millions of customers experience our services.