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About the Role

Support service strategy and innovation initiatives within the Operations and Supply Chain organization by identifying unmet customer and partner needs, evaluating new service opportunities, and shaping concepts that improve customer experience, reduce service costs, and support business growth. This is a strategy-oriented individual contributor role with significant ownership and influence, focusing on framing complex problems, leading structured analysis, and developing recommendations that influence strategy and cross-functional priorities.

Responsibilities

Lead end-to-end innovation workstreams, translating early insights into prioritized opportunities, pilot concepts, and implementation plans.
Partner closely with cross-functional stakeholders to frame problems, develop hypotheses, evaluate tradeoffs, and translate findings into clear, actionable recommendations.
Identify, shape, and scale new service concepts that drive long-term customer engagement and business impact.
Own complex, cross-functional workstreams in a fast-paced environment with strong visibility to senior stakeholders.
Engage in work that spans both strategic thinking and practical execution, with clear and measurable business impact.

Requirements

Bachelor’s degree (BA/BS) required; advanced degree preferred.
5+ years of experience in consulting, strategy, business operations, customer experience, service design, product operations, or a related field.
Proven ability to lead complex, cross-functional initiatives from concept through execution.
Strong experience structuring analyses, evaluating tradeoffs, and developing practical, data-informed recommendations with clear business impact.
Excellent written and verbal communication skills, including the ability to develop clear, executive-ready presentations and narratives.
Advanced proficiency in Microsoft Excel, including modeling, scenario analysis, advanced formulas, and large dataset manipulation.
Strong working knowledge of SQL for complex querying, data extraction, and validation.
Experience with data visualization tools (e.g., Tableau, Power BI) to communicate insights effectively.
Experience using Python or similar tools for data analysis, automation, or exploratory analysis.
Strong understanding of end-to-end customer journey analytics, innovation metrics, and performance measurement frameworks.
Experience applying innovation and design methodologies.
Ability to synthesize qualitative insights and quantitative data into clear, actionable recommendations.
Experience with service innovation, concept development, pilot design, or incubation work.
Background in customer experience, operations strategy, or service design.
Experience influencing cross-functional strategy or organizational initiatives.
Graduate degree in a related field.
The candidate(s) offered this position will be required to submit to a background investigation.

Skills

Strategic thinking
Advanced analytical expertise
Problem framing
Structured analysis
Hypothesis development
Tradeoff evaluation
Data synthesis
Actionable recommendations
Collaboration
Relationship building
Microsoft Excel (modeling, scenario analysis, advanced formulas, large dataset manipulation)
SQL
Data visualization tools (e.g., Tableau, Power BI)
Python or similar tools for data analysis, automation, or exploratory analysis
Customer journey analytics
Innovation metrics
Performance measurement frameworks
Innovation and design methodologies

Location

Bay Area
London

Work Type

Hybrid

Experience Level

Senior
5+ years of experience

Education Level

Bachelor's degree (BA/BS)
Advanced degree preferred
Graduate degree in a related field

Salary/Compensations

$95K-$130K

Benefits

Medical, dental and vision coverage with network optionality and the ability to contribute to a savings account (HSA or FSA)
Up to 4% company match into 401(k) and contributions into your company-sponsored pension
$75/month budget to help prioritize your physical wellbeing
$80/month stipend to subsidize connectivity costs
Mental health resources including free 1:1 therapy, coaching sessions and digital resources
Supportive leave policies
Flexible Time Off Policy in addition to 9 Company Holidays
Tuition reimbursement up to $5,250 per year
Hybrid work arrangements with regular investment in gatherings/offsites to spend time together as team
Various corporate perks and discounts

About the Company

SquareTrade, Inc. d/b/a Allstate Protection Plans (“SquareTrade”) is one of the fastest-growing companies in its industry, transforming a $30B market through service innovation and an unwavering focus on customer satisfaction.
Partners include Walmart, Target, Amazon, Costco, and The Home Depot.
Consistently earn industry awards, have tens of thousands of 5-star reviews, and are expanding rapidly across Europe and Asia Pacific, including Japan, Australia, Korea, and Thailand.
As part of the Allstate family.

Equal Opportunity

SquareTrade/Allstate Protection Plans generally does not sponsor individuals for employment-based visas for this position.
SquareTrade is proud to be an Equal Employment Opportunity employer.
We are committed to creating an inclusive work environment for all employees.
We celebrate diversity and encourage applications from all qualified individuals regardless of race, religion, color, national origin, sex, gender identity, gender expression, sexual orientation, age, marital status, veteran status, or ability status.
It is the Company’s policy to employ the best qualified individuals available for all jobs.
This policy applies to all aspects of the employment relationship, including, but not limited to, hiring, training, salary administration, promotion, job assignment, benefits, discipline, and separation of employment.