Job Summary

The Enterprise Customer Experience (CX) Innovation & Analytics Manager will drive the strategy, development, and execution of analytics, automation, and digital containment initiatives across the customer experience organization. This role is responsible for building scalable reporting frameworks, workforce forecasting models, and AI-enabled operational solutions that improve efficiency, customer retention, and service delivery. The position serves as a critical liaison between CX, IT, Product, Claims, and enterprise AI functions, translating customer interaction insights into actionable business and technology improvements. The ideal candidate brings deep experience in contact center analytics, operational transformation, and digital self-service optimization within insurance or regulated financial services environments. This individual will also play a foundational leadership role in building and scaling a new Innovation & Analytics function aligned to long-term organizational growth objectives.

Responsibilities

Enterprise Reporting & Analytics

• Build and maintain CX dashboards and KPI reporting that gives leadership real-time visibility into performance across all teams and hubs
• Own call volume forecasting and staffing models covering GA, FL, TX Key-State teams and multi-state catch-all teams — in close partnership with the WFM Lead
• Develop analytical models that identify at-risk customers and surface insights that help Service & Revenue teams act proactively on retention
• Establish the analytics feedback loop from CX into Product, Underwriting, and Claims — turning call data into actionable business intelligence

AI & Automation

• Identify and prioritize AI and automation opportunities that reduce handle time, eliminate repetitive tasks, and improve agent capacity for advisory and retention work
• Lead CX-specific automation projects
• Support evaluation and implementation of AI-assisted tools such as agent assist, automated QA scoring, and intelligent routing

Digital Containment

• Own the digital containment roadmap — self-service, IVR, chat, and app-based interactions that eliminate routine inbound calls without degrading customer experience
• Design and track containment strategies for payments, ID card requests, policy status checks, and other transactional interactions

Cross-functional Integration

• Serve as the CX voice in IT, Claims and Product roadmap conversations — ensuring technology investments reflect what agents and customers actually need
• Build and maintain the intelligence loop from CX into Product, IT, and Claims — translating call patterns into system improvement requests and product feedback

WHAT WE'RE LOOKING FOR

Required

• 5+ years in analytics, operations technology, or digital transformation — ideally in a contact center, insurance, or financial services environment
• Hands-on experience with contact center platforms, workforce management tools, or CRM/telephony systems (Five9, Genesys, Salesforce, NICE, or similar)
• Demonstrated ability to translate data into operational decisions — not just building dashboards, but driving action from the insights they surface
• Experience leading or contributing to automation or process improvement initiatives with measurable efficiency outcomes
• Collaborative by nature — comfortable working across IT, Product, and business leadership to align on priorities and move projects forward.

Preferred

• Experience with AI/ML applications in a customer service context — agent assist, automated QA, predictive churn modeling, or intelligent routing
• Background in insurance operations or regulated financial services — familiarity with the compliance constraints that shape what automation is permissible
• Exposure to digital self-service design — IVR, chat, mobile app, or web portal containment strategies — with measurable deflection outcomes
• Prior experience building or contributing to an analytics function in a growing or transforming organization
• Experience working alongside shared services or enterprise AI/Innovation functions under an SLA model.