Sr. Analyst, Service Strategy & Innovation

Job Description

We are seeking a Senior Strategy Analyst, Service Innovation to support service strategy and innovation initiatives within our Operations and Supply Chain organization. This role focuses on identifying unmet customer and partner needs, evaluating new service opportunities, and shaping concepts that improve customer experience while reducing service costs and supporting business growth.

This is a strategy-oriented individual contributor role with significant ownership and influence. It is not a traditional analyst position focused on reporting, dashboard development, or executing predefined tasks. Instead, this role centers on framing complex problems, leading structured analysis, and developing recommendations that influence strategy and cross-functional priorities.

In this role, you will lead end-to-end innovation workstreams, translating early insights into prioritized opportunities, pilot concepts, and implementation plans. You will partner closely with cross-functional stakeholders to frame problems, develop hypotheses, evaluate tradeoffs, and translate findings into clear, actionable recommendations.

The ideal candidate brings advanced analytical expertise and strong strategic thinking and is comfortable operating in ambiguous environments. They are motivated by solving complex problems with both strategic and operational implications, and are energized by ownership, impact, and influencing direction across teams rather than executing narrowly defined tasks.

What's Great About This Role:

• Work on high-impact innovation problems with a direct connection to customer outcomes, claim performance, and overall business results
• Lead efforts to identify, shape, and scale new service concepts that drive long-term customer engagement and business impact
• Build exposure to multiple parts of the business, including Product, Operations, Growth Strategy, Finance, and Customer Insights, to drive enterprise-level outcomes
• 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

You're Our Ideal Candidate If You:

• Enjoy working in ambiguous environments and bringing structure to loosely defined problems
• Are motivated by strategy work and want to shape recommendations, not just execute assigned tasks
• Can frame problems, develop hypotheses, and structure analyses to answer complex questions
• Think critically about customer needs, operational realities, and business tradeoffs, including cost, efficiency, and scalability
• Are highly analytical and able to translate data and insights into clear, actionable recommendations
• Are detail-oriented and comfortable diving into complex systems and processes
• Take ownership of your work and can move initiatives forward with limited direction
• Collaborate effectively and build strong relationships across functions