CX Innovation & Analytics Lead

AssuranceAmerica

Atlanta (GA)

On-site

USD 110,000 - 150,000

Full time

9 days ago

Application generator

Stand out for this role — generate a tailored resume and cover letter in about a minute.

Get past ATS filters

Job summary

AssuranceAmerica is seeking an Enterprise CX Innovation & Analytics Manager to lead analytics, automation, and digital containment initiatives across the customer experience organization. You will build scalable reporting, workforce forecasting models, and AI-enabled solutions to improve efficiency, retention, and service delivery.

You will collaborate with CX, IT, Product, and Claims to translate customer insights into actionable improvements.

Qualifications

Requires 5+ years in analytics, operations technology, or digital transformation in contact center, insurance, or financial services.
Ability to translate data into actionable operational decisions beyond dashboards.
Experience leading automation or process-improvement initiatives with measurable efficiency gains.
Collaborative mindset with IT, Product, and business leadership to align on priorities.

Responsibilities

Build and maintain CX dashboards and KPI reporting for leadership visibility.
Own forecasting and staffing models for multiple state teams and hubs.
Develop analytical models to identify at-risk customers and surface proactive retention insights.
Identify and prioritize AI and automation opportunities to reduce handle time and improve agent capacity.
Own the digital containment roadmap including self-service, IVR, chat, and app-based interactions.
Serve as CX voice in IT, Claims and Product roadmap discussions; translate CX insights into system/product requests.