Customer Experience Analytics Lead

OhioX; Columbus (OH); On-site; USD 144,000 - 180,000; Full time

Benefits offered by this job

Competitive bonus

Equity offering

Job summary

Root is seeking a Staff Analyst to own analytics for the Customer Experience domain and act as Root’s retention SME. You will partner with Product, Engineering, Data Science, and Operations to define rigorous measurement plans and roadmaps.

You will translate complex customer behavior and product performance into clear, actionable insights and recommendations, influencing senior leadership. In this role, you will build measurement systems, run experiments, and shape strategy through data-driven

Qualifications

• 7+ years of experience in Analytics, Decision Science, Product Analytics, Data Science, or similar
• Own analytics for a meaningful business or product domain and influence roadmap
• Advanced SQL skills and experience with large datasets and BI tools
• Proficiency with Python, R, or similar for analysis and automation
• Expertise in experimental design, causal inference, and applied statistics
• Strong business acumen to evaluate options and quantify impact
• Proven ability to lead cross-functional initiatives and influence senior stakeholders
• Excellent written and verbal communication; ability to present to executives
• Experience with customer lifecycle, retention, churn, and payments in consumer products (insurance/fintech a plus)

Responsibilities

• Own analytics for the Customer Experience domain and retention
• Serve as retention SME and quantify opportunities and risks
• Define and prioritize the analytics roadmap with cross‑functional partners
• Shape strategy with rigorous decision making and scenario analyses
• Establish experimentation and measurement systems for customer initiatives
• Lead business reviews and communicate trends to executives
• Build reusable analytical tools and standards to improve decision quality

Skills

Analytics

SQL

Python/R

Experimental design

Business acumen

Cross-functional leadership

Communication

Retention analysis

Tools

Tableau

Mode

Power BI

Job description

Root is seeking a Staff Analyst to own analytics for the Customer Experience domain and act as Root’s retention SME. You will partner with Product, Engineering, Data Science, and Operations to define rigorous measurement plans and roadmaps.

You will translate complex customer behavior and product performance into clear, actionable insights and recommendations, influencing senior leadership. In this role, you will build measurement systems, run experiments, and shape strategy through data-driven