Customer AI Transformation Lead - EZLynx

Job Description

Amazing Career Moments Happen Here

Transforming the insurance industry is ambitious, we know. That's why at EZLynx, a division of Applied, we are committed to transforming every facet of agency life by providing the most innovative solutions to improve how independent insurance agents work every day. We are the Real-Time Rating pioneers in our industry, and we are looking for out-of-the-box thinkers and innovative solution seekers to join our team.

Position Overview

We're searching for a Customer AI Transformation Lead to join our Adoption Services Leadership team in a hybrid location from either our Dallas or Chicago office. To keep us headed in the right direction, we're looking for people who understand winning is a team sport, who value and seek to learn from our team's diverse experiences and backgrounds, who welcome a challenge and take risks in the pursuit of creating better outcomes for our customers, and who can, at any given time, step back to laugh and have some fun.

What You'll Do

* Agentic Strategy & Deployment:
Design and oversee the development of "AI Agents" (agentic workers) to handle repetitive tasks within Data Migration, Project Management, and Implementation.

* AI ROI & Performance Analytics:
Define and track efficiency metrics, build ROI models for AI investments, and present business cases to CX and executive leadership

* Lifecycle Automation:
Analyze the end-to-end delivery journey to identify friction points. Build AI solutions to automate documentation, risk identification in customer health, and data mapping.

* Enablement & Adoption:
Create the "AI Playbook" for the Customer Experience team. Ensure Trainers, Onboarding Specialists, Customer Success Managers, and Support Reps are not just using AI, but are proficient in leveraging it to provide higher-value strategic consulting.

* Quality & Speed Optimization:
Utilize LLMs and RAG (Retrieval-Augmented Generation) to provide real-time guidance to delivery teams, ensuring a "gold standard" of implementation regardless of the consultant's tenure.

* Cross-Functional Collaboration:

Partner with Product and Engineering to ensure the internal AI tools for Customer Experience align with the broader Applied Systems product roadmap.

We're Excited to Learn More About You

Your experience may include:

* A rare blend of Customer Experience operational excellence and a deep understanding of AI/LLM capabilities.

* Familiarity with the AI landscape (Prompt Engineering, Agentic Frameworks like Lang Chain/AutoGPT, and RAG architectures). You don't need to be a developer, but you must speak "Engineer."

* Proven ability to lead teams through digital transformation. People are often wary of automation; you need to sell the "augmentation" story.

* Experience in Six Sigma, Lean, or specialized PS frameworks (like TSIA) is a major plus.

* Experience in Insur Tech or complex SaaS migrations is highly preferred

We know that talent comes from all backgrounds and experience levels. We encourage military members and their spouses as well as candidates without a degree or a background in tech to apply!

When You Join Team Applied, You Can Expect:

A culture that values who you are and recognizes that you aren't just an employee; you are a teammate, and you matter. We thrive on the benefits of our different experiences and celebrate the uniqueness our teammates bring to work with them every day.

We flex our time together, collaborating remotely and in-person to empower our teams to work in the ways that work best for them.

A comprehensive benefits and compensation package that centers our teammates and helps them to bring their best to work every day:

* Medical, Dental, and Vision Coverage

* Holiday and Vacation Time

* Health & Wellness Days

* A Bonus Day for Your Birthday

Learn more about the people behind our products at

Our targeted starting base salary in the United States for this position ranges from $140k - $180k USD. To determine a new team member's starting pay, we consider a variety of factors, including someone's depth, breadth, and variety of experience, skills, and responsibilities. Depending on the role, team members may also be eligible to…