What are the responsibilities and job description for the Analyst, Customer Experience Insights position at Oncourse Home Solutions?
Who We Are
Oncourse Home Solutions, also operated as American Water Resources, is a trusted home protection provider helping homeowners across the country protect what matters most. We are a $500 million organization backed by private equity firm Apax Partners, serving 2 million customers across 48 states. We partner with 25 utilities and municipalities (and growing!) to provide customized solutions tailored to any community - delivering real value where people live. We help homeowners protect the essential systems that keep their homes running - from HVAC, appliances, and electrical to water, sewer, gas lines, and more - so they can avoid the stress and financial impact of unexpected repairs. Our work helps homeowners stay safe, comfortable, and confident in their homes every day.
At Oncourse, our people are what makes that possible. We call ourselves SUPERs - Successful, United, Progressive, Empathetic, and Reliable - because that’s how we show up for our customers and for each other. We invest in our employees through competitive benefits, an inclusive culture, and employee-led resource groups that strengthen connection, community, and belonging across the company.
As an equal opportunity employer, our employment decisions are based on business needs, job requirements and individual qualifications without regard to race, color, religion, age, sex (including pregnancy), sexual orientation, gender identity, national origin, ancestry, marital status, parental status, mental or physical disability, military or veteran status, or any other basis protected by federal, state, or local law. Oncourse Home Solutions is committed to recruiting and retaining talented applicants and to providing all employees with a workplace free from discrimination and/or harassment.
Position Summary
Reporting to the Director, Customer Experience, the Analyst, Customer Experience Insight supports the analytics and reporting infrastructure of the CX organization. This role owns CX metrics reporting, assists with root cause analysis and detractor review, supports customer impact sizing analysis, and contributes to LLM-based tooling efforts. The ideal candidate is analytical, technically proficient, quantitatively oriented and eager to develop within a function that is actively building toward a proactive CX model. This is a strong entry point for a candidate with 1–2 years of experience and demonstrated SQL (required) and Python (strongly preferred but not required) ability who wants to grow in a data-driven CX environment.
This hybrid role is based in our Naperville, IL office. Our office environment is a key driver of our company culture and employee experience, so a regular in-office hybrid model (generally T-TH in office and M & F remote) is required.
Responsibilities Include But Are Not Limited To
Experience And Qualifications Of The Role
Our benefits include, but are not limited to, healthcare, life insurance, paid time off, retirement, commuter benefits, and education reimbursement. Exact compensation may vary based on skills, experience, and location.
Join our SUPER Team and Enjoy Amazing Benefits!
Functional/Technical Skills - Has the functional and technical knowledge and skills to do the job at a high level of accomplishment.
Problem Solving - Is tolerant with people and processes; listens and checks before acting; tries to understand the people and the data before making judgments and acting; waits for others to catch up before acting; sensitive to due process and proper pacing; follows established process.
Intellectual Horsepower - Is bright and intelligent; deals with concepts and complexity comfortably; described as intellectually sharp, capable, and agile.
Written Communications - Is able to write clearly and succinctly in a variety of communication settings and styles; can get messages across that have the desired effect.
Learning on the Fly - Learns quickly when facing new problems; a relentless and versatile learner; open to change; analyzes both successes and failures for clues to improvement; experiments and will try anything to find solutions; enjoys the challenge of unfamiliar tasks; quickly grasps the essence and the underlying structure of anything.
Action Oriented - Enjoys working hard; is action oriented and full of energy for the things that he/she sees as challenging; not fearful of acting with a minimum of planning; seizes more opportunities than others.
Customer Focus - Is dedicated to meeting the expectations and requirements of internal and external customers; gets firsthand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
Oncourse Home Solutions, also operated as American Water Resources, is a trusted home protection provider helping homeowners across the country protect what matters most. We are a $500 million organization backed by private equity firm Apax Partners, serving 2 million customers across 48 states. We partner with 25 utilities and municipalities (and growing!) to provide customized solutions tailored to any community - delivering real value where people live. We help homeowners protect the essential systems that keep their homes running - from HVAC, appliances, and electrical to water, sewer, gas lines, and more - so they can avoid the stress and financial impact of unexpected repairs. Our work helps homeowners stay safe, comfortable, and confident in their homes every day.
At Oncourse, our people are what makes that possible. We call ourselves SUPERs - Successful, United, Progressive, Empathetic, and Reliable - because that’s how we show up for our customers and for each other. We invest in our employees through competitive benefits, an inclusive culture, and employee-led resource groups that strengthen connection, community, and belonging across the company.
As an equal opportunity employer, our employment decisions are based on business needs, job requirements and individual qualifications without regard to race, color, religion, age, sex (including pregnancy), sexual orientation, gender identity, national origin, ancestry, marital status, parental status, mental or physical disability, military or veteran status, or any other basis protected by federal, state, or local law. Oncourse Home Solutions is committed to recruiting and retaining talented applicants and to providing all employees with a workplace free from discrimination and/or harassment.
Position Summary
Reporting to the Director, Customer Experience, the Analyst, Customer Experience Insight supports the analytics and reporting infrastructure of the CX organization. This role owns CX metrics reporting, assists with root cause analysis and detractor review, supports customer impact sizing analysis, and contributes to LLM-based tooling efforts. The ideal candidate is analytical, technically proficient, quantitatively oriented and eager to develop within a function that is actively building toward a proactive CX model. This is a strong entry point for a candidate with 1–2 years of experience and demonstrated SQL (required) and Python (strongly preferred but not required) ability who wants to grow in a data-driven CX environment.
This hybrid role is based in our Naperville, IL office. Our office environment is a key driver of our company culture and employee experience, so a regular in-office hybrid model (generally T-TH in office and M & F remote) is required.
Responsibilities Include But Are Not Limited To
- Own CX metrics reporting: build, maintain, and refresh recurring dashboards and reports for internal stakeholders in partnership with the BI team.
- Support root cause analysis on escalation trends, customer complaints, and detractor responses, guided by the CX Director.
- Support customer impact sizing analysis — estimating the scale of CX opportunities and potential risk reduction from proposed interventions, in partnership with the Director.
- Assist with detractor review workflows, including call transcript analysis and pattern identification.
- Support LLM-based tooling efforts and automation initiatives within the CX analytics stack.
- Prepare ad-hoc analyses as directed by the CX Director.
- Map customer journey touchpoints to identify pain points and opportunities for improvement.
- Effectively communicate findings and insights to non-technical stakeholders in a clear and accessible way.
- Stay current on industry trends and emerging analytics tools relevant to the CX function.
Experience And Qualifications Of The Role
- 2-4 years of experience in analytics, customer experience, or a related field
- Customer-focused mindset — you approach problems with the customer at the center and use data to validate assumptions, not just confirm them.
- Analytical rigor — you are comfortable building models, stress-testing conclusions, and sizing the business impact of a recommendation.
- Action orientation — you move quickly, take initiative, and don't wait for perfect information to make progress.
- Clear communicator — you can translate complex analytical findings into a concise story for a non-technical audience.
- Humility and team orientation — you're willing to roll up your sleeves, support the team, and learn continuously.
- SQL proficiency required
- Python proficiency preferred but not required
- Experience with generative AI tools required
- Strong Excel and PowerPoint skills required
- Experience with Looker or a comparable BI tool a plus
- Salesforce experience, including SOQL, a plus
- Bachelor's degree in quantitative or technical field strongly preferred; business degree a plus or equivalent experience.
- n/a
Our benefits include, but are not limited to, healthcare, life insurance, paid time off, retirement, commuter benefits, and education reimbursement. Exact compensation may vary based on skills, experience, and location.
Join our SUPER Team and Enjoy Amazing Benefits!
- Competitive Compensation: We value your hard work and are proud of our competitive pay for performance philosophy.
- Comprehensive Health Coverage: Medical, dental, and vision insurance options, plus paid short-term and long-term disability coverage.
- 401(k) Plan with 4% Company Match: Secure your future with our robust retirement plan.
- Generous Paid Time Off: Take the time you need to recharge and relax.
- Education Assistance Program: Invest in your growth and development with our support.
- FSA/HSA Options: Flexible spending and health savings accounts to manage your transportation and dependent care expenses.
- Employee Wellness: Access to EAP, health, legal, and financial resources to support your overall well-being.
- Vibrant Company Culture: Monthly Townhalls, employee recognition programs, and Employee Business Resource Groups (EBRGs) to keep you engaged and connected.
Functional/Technical Skills - Has the functional and technical knowledge and skills to do the job at a high level of accomplishment.
Problem Solving - Is tolerant with people and processes; listens and checks before acting; tries to understand the people and the data before making judgments and acting; waits for others to catch up before acting; sensitive to due process and proper pacing; follows established process.
Intellectual Horsepower - Is bright and intelligent; deals with concepts and complexity comfortably; described as intellectually sharp, capable, and agile.
Written Communications - Is able to write clearly and succinctly in a variety of communication settings and styles; can get messages across that have the desired effect.
Learning on the Fly - Learns quickly when facing new problems; a relentless and versatile learner; open to change; analyzes both successes and failures for clues to improvement; experiments and will try anything to find solutions; enjoys the challenge of unfamiliar tasks; quickly grasps the essence and the underlying structure of anything.
Action Oriented - Enjoys working hard; is action oriented and full of energy for the things that he/she sees as challenging; not fearful of acting with a minimum of planning; seizes more opportunities than others.
Customer Focus - Is dedicated to meeting the expectations and requirements of internal and external customers; gets firsthand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
Salary : $70,400 - $105,600