Operations Analyst, Customer Retention - Acton, MA (Hybrid)

Job Summary

This is a unique opportunity to sit at the intersection of customer success, analytics, operations, and technology while directly impacting patient outcomes at Insulet. As the Operations Analyst, Customer Journey & Retention, you'll be responsible for identifying opportunities to improve how customers start, engage with, and stay committed to Insulet's products, using data and insights to drive meaningful business decisions. The role offers high visibility across multiple functions, allowing you to partner with Customer Success leaders, Data Scientists, Analytics teams, and Technology stakeholders to develop retention programs, launch pilots, and optimize the customer experience. It's an ideal position for someone who enjoys solving complex business problems, leading initiatives without direct authority, translating data into action, and driving measurable results in a mission-driven healthcare organization. If you're looking for a role where you can influence strategy, improve customer outcomes, and build experience in Agile project leadership, analytics, and cross-functional program management, this position provides an exceptional platform for growth and impact.

The Operations Analyst, Customer Retention will play a critical role in helping customers successfully start and remain engaged with Insulet's products by identifying, prioritizing, and driving initiatives that improve customer retention and adherence. This individual will serve as the bridge between Customer Success, Operations, Data Services, Analytics, and Technology teams, translating business needs into actionable workstreams and ensuring insights are converted into meaningful customer interventions.

Working closely with Customer Success leadership, this role will help shape programs, pilots, and engagement strategies focused on understanding customer behaviors, identifying potential gaps in the customer journey, and implementing solutions that keep customers on track. The ideal candidate is equally comfortable facilitating discussions with business stakeholders, prioritizing analytics requests, interpreting data trends, and leading Agile initiatives without direct authority.

Key Responsibilities

Customer Retention & Journey Optimization

• Partner with Customer Success leadership to identify opportunities to improve customer onboarding, engagement, and retention.
• Analyze customer journey trends, engagement patterns, and operational performance metrics to uncover barriers to customer success.
• Support the development and execution of retention-focused programs, pilots, and interventions.
• Help define and measure success metrics for customer engagement initiatives.
• Translate customer insights into actionable recommendations that drive improved outcomes and product adherence.

Cross-Functional Program Leadership

• Serve as the primary liaison between Customer Success teams and Data Services organizations, including Analytics, Data Science, Machine Learning, and AI teams.
• Facilitate intake, prioritization, and execution of analytics and reporting requests aligned with customer retention goals.
• Lead cross-functional discussions to clarify business needs, identify desired outcomes, and ensure teams remain focused on solving the highest-priority problems.
• Drive alignment among stakeholders and maintain visibility into ongoing initiatives, dependencies, and progress.
• Influence and coordinate teams without direct reporting relationships.

Agile Project & Process Management

• Lead initiatives using Agile, Kanban, and iterative delivery methodologies rather than traditional waterfall project structures.
• Break complex business problems into manageable workstreams and actionable deliverables.
• Create and manage work intake, prioritization, and workflow processes utilizing Kanban or similar Agile frameworks.
• Monitor initiative progress through clear status tracking, stakeholder communication, and issue resolution.
• Facilitate continuous improvement cycles by incorporating stakeholder and customer feedback into future enhancements.

Data & Analytics Partnership

• Collaborate with Data Scientists, Analysts, and Business Intelligence teams to define reporting requirements and measurement strategies.
• Translate business needs into well-defined analytics requests, user stories, and development tickets.
• Review outputs and validate that data solutions address the intended business problem.
• Communicate analytical findings and recommendations to business stakeholders in a clear and actionable manner.
• Support dashboard development, reporting initiatives, and customer behavior analysis by helping define requirements and business context.

Education and Experience

Minimum Requirements

• Bachelor's degree in Business, Analytics, Information Systems, Computer Science, Engineering, or a related field.
• 3+ years of experience in business analysis, analytics, operations, project coordination, program management, or a related role.
• Experience analyzing data and communicating findings to business stakeholders.
• Familiarity with Agile methodologies, Kanban, or other iterative delivery frameworks.
• Experience with Microsoft Excel and experience working with reporting or analytics tools.

Preferred Qualifications

• Experience supporting technical, engineering, data, or analytics teams.
• Experience with backlog management, work intake processes, and Agile project management tools such as Azure DevOps, Jira, or similar platforms.
• Exposure to customer success, customer retention, SaaS, healthcare, medical device, or commercial operations environments.
• Experience creating dashboards, reports, or business performance metrics.
• Knowledge of SQL, Power BI, Tableau, or other business intelligence tools.

Physical Requirements

• Ability to work in a hybrid environment with regular attendance at the Acton, MA office.
• Limited travel may be required for team meetings, planning sessions, or company events.

NOTE: This position is eligible for hybrid working arrangements and requires on-site work from an Insulet office. #LI-Hybrid

Additional Information:

Compensation & Benefits: For U.S.-based positions only, the annual base salary range for this role is $65,200.00 - $97,750.00 This position may also be eligible for incentive compensation. We offer a comprehensive benefits package, including: • Medical, dental, and vision insurance • 401(k) with company match • Paid time off (PTO) • And additional employee wellness programs Application Details: This job posting will remain open until the position is filled. To apply, please visit the Insulet Careers site and submit your application online. Actual pay depends on skills, experience, and education.