CX Innovation & Analytics Lead

AssuranceAmerica; Atlanta (GA); On-site; USD 125,000 - 165,000; Full time

Job summary

AssuranceAmerica seeks an Enterprise CX Innovation & Analytics Manager to drive analytics, automation, and digital containment across the customer experience organization. Build scalable reporting frameworks, forecasting models, and AI-enabled solutions to improve efficiency, retention, and service delivery.

The role partners with CX, IT, Product, Claims, and enterprise AI to translate customer insights into tangible improvements.

Qualifications

• 5+ years in analytics, operations technology, or digital transformation.
• Experience translating data into actionable decisions beyond dashboards.
• Collaborative, able to work across IT, Product and business leadership.

Responsibilities

• Build and maintain CX dashboards and KPI reporting for real-time leadership visibility.
• Forecast call volume and staffing with multi-state teams.
• Identify AI/automation opportunities to reduce handle time and improve agent capacity.
• Lead CX automation projects and drive cross-functional improvements.

Skills

Analytics

Cross-functional collaboration

Operational leadership

Data-driven decision making

Tools

Five9

Genesys

Salesforce

NICE

Job description

AssuranceAmerica seeks an Enterprise CX Innovation & Analytics Manager to drive analytics, automation, and digital containment across the customer experience organization. Build scalable reporting frameworks, forecasting models, and AI-enabled solutions to improve efficiency, retention, and service delivery.

The role partners with CX, IT, Product, Claims, and enterprise AI to translate customer insights into tangible improvements.