Innovation & Analytics Manager

Our Company At Assurance America, 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 Summary The 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.

Responsibilities Enterprise Reporting & Analytics Build and maintain CX dashboards and KPI reporting that gives leadership real-time visibility into performance across all teams and hubs

Own 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 Lead Develop analytical models that identify at-risk customers and surface insights that help Service & Revenue teams act proactively on retention

Establish the analytics feedback loop from CX into Product, Underwriting, and Claims — turning call data into actionable business intelligence AI & Automation Identify and prioritize AI and automation opportunities that reduce handle time, eliminate repetitive tasks, and improve agent capacity for advisory and retention work

Lead CX-specific automation projects

Support evaluation and implementation of AI-assisted tools such as agent assist, automated QA scoring, and intelligent routing

Digital Containment Own the digital containment roadmap — self-service, IVR, chat, and app-based interactions that eliminate routine inbound calls without degrading customer experience

Design and track containment strategies for payments,  requests, policy status checks, and other transactional interactions

Cross-functional Integration Serve as the CX voice in IT, Claims and Product roadmap conversations — ensuring technology investments reflect what agents and customers actually need Build and maintain the intelligence loop from CX into Product, IT, and Claims — translating call patterns into system improvement requests and product feedback WHAT WE'RE LOOKING FORRequired5+ years in analytics, operations technology, or digital transformation — ideally in a contact center, insurance, or financial services environment

Hands-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 surface

Experience leading or…