CX Analytics & Innovation Leader

AAMGA AssuranceAmerica Managing General Agency, LLC; Atlanta (GA); On-site; USD 120,000 - 170,000; Full time

Job summary

AssuranceAmerica is seeking an Enterprise CX Innovation & Analytics Manager to drive analytics, automation, and digital containment across the customer experience organization.

The role builds scalable reporting, forecasting models, and AI-enabled operations to improve efficiency, retention, and service delivery. Collaboration with CX, IT, Product, Claims, and enterprise AI teams is essential for success.

Qualifications

• 5+ years in analytics, operations technology, or digital transformation—ideally in contact center, insurance, or financial services.
• 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 and drive action from insights.
• Experience leading automation or process improvement initiatives with measurable efficiency outcomes.
• Collaborative by nature, able to work across IT, Product, and leadership to align on priorities.

Responsibilities

• Build and maintain CX dashboards and KPI reporting for leadership visibility.
• Own call volume forecasting and staffing models for multiple state teams.
• Develop analytical models to identify at-risk customers and surface retention insights.
• Establish analytics feedback loop from CX into Product, Underwriting, and Claims.
• Identify AI and automation opportunities to reduce handle time and improve agent capacity.
• Lead CX-specific automation projects and evaluate AI-assisted tools.
• Own the digital containment roadmap (IVR, chat, app-based interactions).
• Design containment strategies for payments, ID card requests, and policy status checks.
• Bridge CX with IT, Claims, and Product roadmap conversations.

Skills

Analytics

Operations technology

Digital transformation

Contact center analytics

AI/ML applications

Cross-functional collaboration

Tools

Five9

Genesys

Salesforce

NICE

Job description

AssuranceAmerica is seeking an Enterprise CX Innovation & Analytics Manager to drive analytics, automation, and digital containment across the customer experience organization.

The role builds scalable reporting, forecasting models, and AI-enabled operations to improve efficiency, retention, and service delivery. Collaboration with CX, IT, Product, Claims, and enterprise AI teams is essential for success.