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

About the Role

Insulet is seeking a Customer Retention Strategy and Operations Analyst to help strengthen how customers onboard, engage, and continue using our products. This role blends customer success, analytics, operations, and technology, with a direct impact on patient outcomes in a mission-driven healthcare environment.

You’ll work closely with Customer Success leaders, data scientists, analytics teams, and technology stakeholders to uncover retention opportunities and turn insights into programs that improve the customer experience and drive measurable results.

Responsibilities

• Analyze customer behavior and engagement signals to identify drivers of retention and churn
• Partner with Customer Success and analytics teams to design retention strategies, pilots, and improvement initiatives
• Translate data findings into clear recommendations for business leaders and operational owners
• Support the development and optimization of customer experience programs across the customer lifecycle
• Coordinate cross-functional efforts and help manage initiatives in areas where you don’t have direct authority
• Track performance metrics and communicate progress, outcomes, and next steps

Requirements

• Experience applying analytics to business or customer outcomes
• Strong ability to translate data into practical actions and operational recommendations
• Comfort collaborating across functions such as customer success, technology, and analytics
• Proven problem-solving skills and a track record of driving initiatives to completion
• Clear communication skills for presenting insights to diverse stakeholders

Benefits

• High-visibility role with influence across multiple teams
• Opportunity to improve customer outcomes in a healthcare-focused organization
• Collaborative environment partnering with data, analytics, and technology stakeholders