CX Operations Analyst

About the Role:

Creating a world-class customer experience is critical to Ethos’ mission and will continue to determine our growth and success in the life insurance industry. We are looking for an Operations Analyst who can help enable our Customer Experience (CX) teams to deliver this experience. This specific position will focus primarily on customer automations, including the automation through customer self-service and the development of AI powered chat and email bots.  To succeed in this role, you should be passionate about creating frictionless processes to improve the Ethos customer experience and have an extreme attention to detail. 

Duties and Responsibilities:

• Gather requirements, design flows, and write final content for Virtual Assistants and Chatbots
• Collaborate with teams across the organization to identify requirements and design digital self-service assets for various customer use cases
• Use metrics, your own analysis, and other feedback mechanisms to identify, solution, and drive improvements in current CX processes to scale as the company grows
• Uncover and review actionable data-driven insights with management to drive informed decisions, improve the customer experience processes, fuel overall productivity, and improve customer satisfaction
• Discover gaps and inefficiencies in our existing tools and internal operational processes and  project manage the implementation of improvements
• Design internal processes and systems to drive productivity and automation at scale

Qualifications and Skills:

• 3+ years experience as an operations professional with ownership over analysis and data driven insights leading to improved processes that resulted in efficiency gains 
• Must have experience helping design, build, and monitor AI driven chat or email bots
• Extremely detail oriented and have an analytical mindset with the ability to exercise discretion in the process of identifying and resolving problems/issues
• Background in process development for high-volume production environments
• Strong project management experience with an ability to evaluate and re-prioritize and deliver results against team deadlines
• Strong communications skills with the ability to articulate messages to a variety of stakeholders and audiences
• Have a personal drive to work proactively and take ownership in all you do

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