AI-Driven Customer Success Analyst

Cytora; Hawton; Hybrid; GBP 42,000 - 64,000; Full time

Benefits offered by this job

Competitive salary

Flexible working

Development budget

Annual retreats

Job summary

Cytora, now an Applied Systems company, seeks a Customer Business Analyst to join the Customer Success team. You’ll bridge AI capabilities with insurance knowledge, collaborating with cross‑functional teams to deliver client value.

The role combines client workshops, requirements engineering, and AI‑driven process design in a hybrid London/remote setting. You’ll work with data, BI tools, and agile practices to influence product and engineering decisions while supporting growth in our Insurtech

Qualifications

• Proven Business Analysis experience, with meaningful exposure to the insurance sector (underwriting, claims, policy administration, or distribution)
• Proven ability to run client‑facing workshops and influence senior stakeholders — including the confidence to challenge established thinking constructively
• Practical, hands‑on experience with AI tools — including prompt engineering, building AI‑assisted workflows, and a clear understanding of LLM behaviour and limitations
• High standard of written and verbal communication
• Multilingual skills: Fluency in English, and the ability to write and speak multiple languages would be advantageous

Responsibilities

• Work day-to-day within the client delivery team under the coordination of the Delivery Manager, contributing to sprint planning, backlog refinement, and risk identification
• Lead client discovery workshops, challenge existing processes, and identify opportunities for Cytora to add value to the end user
• Translate client business needs into clear requirements, user stories, and process designs that support and direct conversations with engineering and product teams
• Identify data inputs, system integration touchpoints, and exception scenarios early in the design lifecycle
• Manage extensive and in depth analytical reporting of product performance, utilising tools such as Thoughtspot
• Design and optimise AI-driven workflows, including prompt strategies and efficient analytical reporting
• Continuously identify opportunities to improve BA practice efficiency through AI — including automating repetitive analysis tasks, accelerating documentation and enhancing insight generation
• Ensure solution quality through test strategy ownership, acceptance criteria, UAT leadership - covering end-to-end scenarios, edge cases, and compliance-sensitive flows, and AI output validation
• Collaborate within agile delivery teams to manage priorities, risks, and dependencies
• Drive continuous improvement by monitoring live solutions and enhancing performance through iteration

Job description

Cytora, now an Applied Systems company, seeks a Customer Business Analyst to join the Customer Success team. You’ll bridge AI capabilities with insurance knowledge, collaborating with cross‑functional teams to deliver client value.

The role combines client workshops, requirements engineering, and AI‑driven process design in a hybrid London/remote setting. You’ll work with data, BI tools, and agile practices to influence product and engineering decisions while supporting growth in our Insurtech