Customer Care Data Lead

Job Summary

Opportunity to join Insulet as a Customer Care Data Lead (Senior Data Analyst), playing a key role in shaping data governance, reporting standards, and analytics across our International Customer Care organization. This strategic position combines business data ownership with strong technical expertise in SQL, Python, data modelling, Microsoft Fabric, and enterprise data platforms to deliver trusted, actionable insights that drive decision-making. Based in either our London or Lisbon office, the successful candidate will partner with cross-functional stakeholders to strengthen data quality, enable scalable reporting solutions, and advance a data-driven culture across Customer Care. Experience in healthcare, pharmaceuticals, or medical devices is advantageous.

Position Overview

The Customer Care Data Lead is responsible for ensuring Customer Care data is clearly defined, consistently used, and aligned to business processes across the International Customer Care organization.

This role serves as the business owner for Customer Care data definitions, metric logic, reporting requirements, data-quality expectations, and operational interpretation. The role ensures that Customer Care reporting and analytics reflect how the business operates and that insights are trusted, explainable, and actionable.

Working closely with Global Insights & Analytics, Business Operations, CTO and external partners, the Customer Care Data Lead establishes standards and governance processes that ensure consistency across reporting solutions, semantic models, datasets, and operational metrics.

This role requires strong technical expertise in SQL, Python, DAX, data modelling, and modern analytics platforms such as Microsoft Fabric. This technical foundation is essential to review solution designs, validate business logic, influence architectural decisions, and ensure compliance with governance standards.

The role plays a strategic leadership position in driving data quality, metric consistency, reporting standardisation, data literacy, and self-service analytics enablement across International Customer Care organization.

Responsibilities

Customer Care Data Ownership & Business Definitions

• Own and maintain Customer Care business definitions, KPI logic, reporting requirements, and metric standards.
• Establish and maintain consistent calculation, interpretation, and usage of metrics across all reporting assets.
• Partner with stakeholders to define reporting logic, inclusions, exclusions, and measurement methodologies.

Customer Care Data Governance & Quality

• Act as the business owner and steward for Customer Care reporting data.
• Define data quality standards and ensure ongoing accuracy, consistency, and reliability.
• Partner with IT, Data Engineering, and Analytics teams to investigate data discrepancies and resolve root causes.
• Govern the lifecycle of metrics, including creation, updates, and retirement.

Reporting & Analytics Enablement

• Translate business needs into reporting and analytics requirements.
• Govern semantic models, dataset structures, and reporting standards.
• Validate dashboards, scorecards, datasets, and analytical outputs against agreed business definitions.
• Enable stakeholders to accurately understand, interpret, and use Customer Care metrics.

Cross-System Business Process Alignment

• Ensure reporting accurately reflects Customer Care processes, workflows, and business practices.
• Map data flows across systems and identify process gaps impacting reporting quality.
• Drive standardization of Customer Care reporting across regions, markets, and operational teams.

Continuous Improvement

• Identify opportunities to reduce reporting duplication, manual reconciliation, and inconsistent metric usage.
• Recommend improvements to reporting processes, data capture practices, and governance routines.
• Develop and maintain reporting standards, templates, and documentation to support scalable analytics.

Required Skills and Competencies

• Autonomous, flexible, and capable of managing multiple technical activities simultaneously in a fast-paced environment.
• Strong problem-solving skills with the ability to diagnose complex data issues and deliver scalable solutions.
• Experience designing and implementing standard frameworks, governance models, and operational data procedures.
• Excellent communication skills, with the ability to translate technical concepts for non-technical stakeholders.
• Strong collaboration and mentoring mindset, with the ability to uplift team capability.
• Positive, results-oriented, logical, and detail-focused approach.
• Ability to rapidly learn new technologies, data models, and platforms.
• Critical thinking, analytical mindset, strong initiative, and commitment to customer experience excellence.
• Experience in healthcare, pharma, or medical devices is a plus.

Education and Experience

• Bachelor’s Degree in Engineering, Computer Science, Data Science, or equivalent experience.
• 5+ years of experience in Data Engineering, Analytics Engineering, or related fields.
• Hands-on experience with Microsoft Fabric (Lakehouse, Dataflows Gen2, Pipelines, Notebooks) and/or Databricks.
• Strong proficiency in SQL, Spark, and Python, with experience across enterprise systems (CRM, ERP, AWS, WFM).
• Experience integrating large datasets across platforms such as Salesforce, SAP, and AWS.
• Experience implementing data quality and governance procedures.
• Experience enriching datasets using LLMs is considered an advantage.

Additional Information

• Travel is estimated at 10%, depending on business needs.

Insulet Corporation (NASDAQ: PODD), headquartered in Massachusetts, is an innovative medical device company dedicated to simplifying life for people with diabetes and other conditions through its Omnipod product platform. The Omnipod Insulin Management System provides a unique alternative to traditional insulin delivery methods. With its simple, wearable design, the tubeless disposable Pod provides up to three days of non-stop insulin delivery, without the need to see or handle a needle. Insulet’s flagship innovation, the Omnipod 5 Automated Insulin Delivery System, integrates with a continuous glucose monitor to manage blood sugar with no multiple daily injections, zero fingersticks, and can be controlled by a compatible personal smartphone in the U.S. or by the Omnipod 5 Controller. Insulet also leverages the unique design of its Pod by tailoring its Omnipod technology platform for the delivery of non-insulin subcutaneous drugs across other therapeutic areas. For more information, please visit insulet.com and omnipod.com.

We are looking for highly motivated, performance-driven individuals to be a part of our expanding team. We do this by hiring amazing people guided by shared values who exceed customer expectations. Our continued success depends on it!

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