Innovation & Analytics Manager
Role Overview
The Enterprise Customer Experience Innovation and Analytics Manager will lead analytics, automation, and digital containment initiatives across the customer experience organization.
The role builds reporting frameworks, workforce forecasting models, and AI-enabled operational solutions to improve efficiency, retention, and service delivery.
The manager serves as a liaison among Customer Experience, IT, Product, Claims, and enterprise AI functions.
The position will help establish and scale a new Innovation and Analytics function.
Key Skills for This Role
Full Job Posting
Company Context
AssuranceAmerica operates in the non-standard auto insurance space and describes its culture as entrepreneurial and growth-oriented.
Job Summary
The Enterprise Customer Experience Innovation and Analytics Manager will lead analytics, automation, and digital containment initiatives across the customer experience organization.
The role builds reporting frameworks, workforce forecasting models, and AI-enabled operational solutions to improve efficiency, retention, and service delivery.
The manager serves as a liaison among Customer Experience, IT, Product, Claims, and enterprise AI functions.
The position will help establish and scale a new Innovation and Analytics function.
Reporting and Analytics
- Build and maintain customer experience dashboards and KPI reporting for real-time visibility across teams and hubs.
- Own call volume forecasting and staffing models for Georgia, Florida, Texas key-state teams, and multi-state catch-all teams.
- Develop models to identify at-risk customers and provide retention insights.
- Create an analytics feedback loop from customer experience into Product, Underwriting, and Claims.
AI and Automation
- Identify and prioritize AI and automation opportunities that reduce handle time, remove repetitive work, and improve agent capacity.
- Lead customer experience-specific automation projects.
- Support evaluation and implementation of agent assist, automated quality scoring, and intelligent routing tools.
Digital Containment
- Own the digital containment roadmap across self-service, IVR, chat, and app-based interactions.
- Design and track containment strategies for payments, ID card requests, policy status checks, and similar transactions.
Cross-Functional Integration
- Represent customer experience needs in IT, Claims, and Product roadmap discussions.
- Translate call patterns into system improvement requests and product feedback.
Required Qualifications
- At least five years of experience in analytics, operations technology, or digital transformation is required.
- Hands-on experience with contact center platforms, workforce management tools, or CRM and telephony systems is required.
- Candidates must be able to turn data into operational decisions and drive action from insights.
- Experience leading or contributing to automation or process improvement initiatives with measurable efficiency outcomes is required.
- The role requires collaboration across IT, Product, and business leadership.
Preferred Qualifications
- Experience with AI or machine learning applications in customer service is preferred.
- Insurance operations or regulated financial services experience is preferred.
- Exposure to digital self-service design across IVR, chat, mobile app, or web portal channels is preferred.
- Experience building an analytics function or working with shared enterprise AI and innovation functions is preferred.
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