GenAI Strategy Analyst for AI-Driven CX

Fanatics; Denver (CO); On-site; USD 120,000 - 160,000; Full time

Job summary

Fanatics Betting & Gaming is seeking an AI Strategy Analyst to shape GenAI investments and ensure alignment with our CX priorities. This role sits at the intersection of AI strategy and customer operations, guiding the roadmap for GenAI agents and CX co-pilots while supporting the broader AI portfolio.

You will partner with Engineering, Product, CX, Fraud, Payments, Compliance, and Legal to coordinate delivery across AI initiatives, communicating status and outcomes to leadership and translating

Qualifications

• 2+ years of experience in AI strategy, business operations, management consulting, or a closely related role.
• Translate business priorities into technical requirements, and technical constraints and capabilities into business-friendly narratives and business cases.
• Strong data skills: SQL, analytics tooling, and the ability to extract actionable insights from complex datasets.
• Hands-on understanding of LLMs: prompt engineering, context management, retrieval-augmented generation (RAG), and evaluation strategies.

Responsibilities

• Drive continuous improvement of GenAI customer service AI Agent and CX co-pilot.
• Guide strategic decisions for internal AI tools aligned with agent workflows and CX priorities.
• Set knowledge-base standards powering AI Agent and CX tools and prioritize development.
• Identify performance gaps and convert findings into prioritized action plans.
• Collaborate with engineering on prompt strategy and knowledge-base architecture to raise quality and efficiency.
• Synthesize signals from data and feedback to identify opportunities and risks.
• Automate testing and performance management of AI systems against key metrics.
• Champion a test-and-learn culture with pilots and experiments.
• Drive cross-functional initiatives across engineering, operations, and business teams.
• Create clear narratives for stakeholders and develop executive-ready materials.

Skills

SQL

Analytics tooling

LLM knowledge

Prompt engineering

Communication skills

Job description

Fanatics Betting & Gaming is seeking an AI Strategy Analyst to shape GenAI investments and ensure alignment with our CX priorities. This role sits at the intersection of AI strategy and customer operations, guiding the roadmap for GenAI agents and CX co-pilots while supporting the broader AI portfolio.

You will partner with Engineering, Product, CX, Fraud, Payments, Compliance, and Legal to coordinate delivery across AI initiatives, communicating status and outcomes to leadership and translating