CX Automation Analyst

Job Description

Ethos is seeking a CX Automation Analyst to enhance its customer experience through automation. The analyst will focus on customer self-service and the development of AI-powered chat and email bots. This role is crucial for creating frictionless processes and improving the overall customer journey.Ethos is dedicated to providing life insurance and is looking for someone passionate about customer experience and attention to detail.Responsibilities:

• Gather requirements, design flows, and write content for Virtual Assistants and Chatbots
• Collaborate with teams to design digital self-service assets
• Use metrics to identify and drive improvements in CX processes
• Uncover data-driven insights to improve customer experience and productivity
• Discover inefficiencies in tools and processes and manage improvements
• Design internal processes and systems for productivity and automation

Requirements:

• 3+ years of experience as an operations professional
• Experience in designing, building, and monitoring AI-driven chat or email bots
• Detail-oriented with an analytical mindset
• Background in process development for high-volume production environments
• Strong project management and communication skills
• Proactive and ownership-driven

Ethos offers:

• Opportunity to impact customer experience through automation