Innovation & Analytics Manager

AssuranceAmerica; Atlanta (GA); On-site; USD 110,000 - 150,000; Full time

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.

Skills

Analytics

Operations tech

Digital transformation

Dashboards reporting

Cross-functional collaboration

Education

Bachelor's degree

Tools

Five9

Genesys

Salesforce

NICE

Job description

Our CompanyAt AssuranceAmerica, we are more than a unique blend of insurance assets. We believe in creating a culture where every associate can learn and grow. We strive to create a work environment to meet associate needs and we are determined to achieve excellence in everything we do.This is an opportunity to join a dynamic team in a company that is a leader in the non-standard auto insurance space and functions with a small company, entrepreneurial style. This position will require someone with an understanding that one needs to have a “roll up your sleeves” attitude to help make things happen.Job SummaryThe Enterprise Customer Experience (CX) Innovation & Analytics Manager will drive the strategy, development, and execution of analytics, automation, and digital containment initiatives across the customer experience organization. This role is responsible for building scalable reporting frameworks, workforce forecasting models, and AI-enabled operational solutions that improve efficiency, customer retention, and service delivery. The position serves as a critical liaison between CX, IT, Product, Claims, and enterprise AI functions, translating customer interaction insights into actionable business and technology improvements. The ideal candidate brings deep experience in contact center analytics, operational transformation, and digital self-service optimization within insurance or regulated financial services environments. This individual will also play a foundational leadership role in building and scaling a new Innovation & Analytics function aligned to long-term organizational growth objectives.ResponsibilitiesEnterprise Reporting & AnalyticsBuild and maintain CX dashboards and KPI reporting that gives leadership real-time visibility into performance across all teams and hubsOwn call volume forecasting and staffing models covering GA, FL, TX Key-State teams and multi-state catch-all teams — in close partnership with the WFM LeadDevelop analytical models that identify at-risk customers and surface insights that help Service & Revenue teams act proactively on retentionEstablish the analytics feedback loop from CX into Product, Underwriting, and Claims — turning call data into actionable business intelligenceAI & AutomationIdentify and prioritize AI and automation opportunities that reduce handle time, eliminate repetitive tasks, and improve agent capacity for advisory and retention workLead CX-specific automation projectsSupport evaluation and implementation of AI-assisted tools such as agent assist, automated QA scoring, and intelligent routingDigital ContainmentOwn the digital containment roadmap — self-service, IVR, chat, and app-based interactions that eliminate routine inbound calls without degrading customer experienceDesign and track containment strategies for payments, ID card requests, policy status checks, and other transactional interactionsCross-functional IntegrationServe as the CX voice in IT, Claims and Product roadmap conversations — ensuring technology investments reflect what agents and customers actually needBuild and maintain the intelligence loop from CX into Product, IT, and Claims — translating call patterns into system improvement requests and product feedbackWHAT WE'RE LOOKING FORRequired5+ years in analytics, operations technology, or digital transformation — ideally in a contact center, insurance, or financial services environmentHands-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 — not just building dashboards, but driving action from the insights they surfaceExperience leading or contributing to automation or process improvement initiatives with measurable efficiency outcomesCollaborative by nature — comfortable working across IT, Product, and business leadership to align on priorities and move projects forward.PreferredExperience with AI/ML applications in a customer service context — agent assist, automated QA, predictive churn modeling, or intelligent routingBackground in insurance operations or regulated financial services — familiarity with the compliance constraints that shape what automation is permissibleExposure to digital self-service design — IVR, chat, mobile app, or web portal containment strategies — with measurable deflection outcomesPrior experience building or contributing to an analytics function in a growing or transforming organizationExperience working alongside shared services or enterprise AI/Innovation functions under an SLA model.