Product Insights Analyst

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TITLE: Product Insights Analyst (CX)

REPORTING TO: Product Lead

LOCATION: Brooklyn, New York (On-Site)

This role requires comfort with ambiguity, conflicting signals, and pushing back when the data challenges the prevailing narrative. You'll be expected to ask hard questions, defend your conclusions, and help the team make real tradeoffs, even when the answers are uncomfortable or incomplete. If you prefer clean datasets, predefined questions, or staying within safe consensus, this role will be frustrating. If you enjoy owning the truth in complex systems and using data to influence what gets built (and what doesn’t), you’ll thrive here.

Flip builds AI-powered call automation for customer support. While automation is clearly inevitable, adoption across the market remains low. Flip is ahead of that curve, operating at scale across eCommerce, Healthcare, and Transportation.

Flip integrates directly into a customer’s tech stack to personalize every call and resolve issues efficiently, creating high-quality, branded experiences. The product improves continuously through millions of real customer conversations, enabling increasingly accurate and human-level handling.

We are an in-office company with teams in NYC, LA, and the UK. We value ownership, product quality, and people who take pride in solving hard problems.

Own the understanding of how Flip performs in the real world by analyzing call and usage data across new and existing customers. This role exists to surface the truth in the data, what’s actually driving automation, where calls break down, and why outcomes vary, so Product and Customer Success can make better decisions. You will turn messy, ambiguous signals into clear recommendations that shape product priorities, improve call outcomes, and prevent small issues from becoming systemic problems.

• Analyze customer call and usage data to understand automation rates, call outcomes, drop-offs, and friction points.
• Identify trends across customers over time to determine what’s working, what’s breaking, and where performance is changing.
• Turn ambiguous data into clear insights and concrete recommendations, proactively surfacing issues or opportunities before they scale.

• Partner closely with Product Managers to bring customer data directly into product decisions, roadmap priorities, and default behaviors.
• Identify gaps between intended product behavior and real customer usage, and help evaluate experiments and A/B tests to understand impact.

• Enable Sales and Customer Success with clear, data-backed narratives that demonstrate performance, improvement over time, and customer value.
• Build comparisons, benchmarks, and success stories that support renewals, expansions, and optimization conversations, and clearly explain impact on automation, CX, and revenue.

• Comfortable working with messy, real-world data and ambiguity, and able to arrive at clear, defensible conclusions.
• Able to explain not just what the data shows, but why it matters, translating analysis into decisions and action.
• Brings strong analytical depth, including experience with SQL or similar querying tools and working directly with underlying data.

Within months, you are a trusted source of truth for Product and Customer Success. You deeply understand Flip's call data and customer behavior, proactively surface risks and opportunities, and influence product priorities and experiments. Your work directly shapes what gets built, what doesn’t, and how performance and ROI are communicated to customers.

• Detail-oriented and driven, with a consistent track record of high performance.
• Comfortable asking uncomfortable questions and challenging assumptions when the data doesn’t support the narrative.
• Ownership-minded, motivated to go beyond surface-level answers, and committed to raising the bar on the quality and impact of your work.
• Collaborative and supportive, able to work closely with others while maintaining independent, data-grounded…