CX AI Analyst

CX AI Analyst

Company:
Exemplis

Department:
Customer Experience

Location:

Cypress, CA, US, 90630

Work Designation:
Hybrid

Salary Range
: $74,698.00- $

We’re building the future of Customer Experience—and looking for AI-curious talent to help us do it.

The Customer Experience AI Analyst plays a pivotal role in transforming (and maintaining) our customer experience from traditional support models into an AI-led, human-centered ecosystem. This role focuses on AI Platform Training, maintenance, enablement and quality assurance, ensuring intelligent solutions meet high standards for accuracy, consistency, and customer empathy.

You will help design, test, validate, and continuously refine AI-supported customer interactions—using quality assurance frameworks, performance metrics, and customer insights to ensure every touchpoint is easy, reliable, and aligned with Exemplis brand standards. With a strong understanding of customer needs and service quality, you’ll ensure AI enhances—not replaces—the human experience, supporting both customers and frontline teams.

This is a hybrid role requiring onsite work three days per week (Tuesday, Wednesday, and Thursday).

• Implement KPIs for an AI–human hybrid Customer Experience workforce, ensuring performance measurement balances efficiency, service quality, customer satisfaction, and human empathy.
• Establish and maintain metrics across AI performance, human-in-the-loop effectiveness, and end-to-end customer outcomes, including CSAT, Customer Effort, first-contact resolution, containment/deflection, and escalation quality.
• Establish and maintain quality assurance standards for AI-supported customer interactions, ensuring accuracy, tone, brand alignment, and compliance across all digital and AI-enabled channels.
• Perform ongoing QA reviews of chatbot conversations, AI workflows, and AI-assisted agent interactions, identifying gaps and improvement opportunities.
• Partner with CX, Operations, and IT teams to ensure KPIs are actionable, clearly defined, and consistently measured across AI and human-supported channels.
• Translate KPI insights into recommendations that improve ease of doing business, workforce effectiveness, and customer trust.
• Ensure QA practices reinforce human-in-the-loop service model
  , validating when AI should resolve issues independently and when escalation to a human is required.

• Associate’s degree or higher in any field and/or equivalent practical or professional experience
• 1+ years’ experience working with or supporting AI-enabled or digital tools (eg chatbots, knowledge bases, CRM systems, workflow automation, or analytics platforms)
• 2+ years’ experience in customer experience, digital service, analytics, quality assurance, automation, or technology-enabled roles
• 2+ years’ experience using customer data, feedback, quality reviews, or service metrics to identify trends, gaps, and improvement opportunities
• Strong analytical and problem-solving skills with the ability to translate insights into actionable recommendations

• Coursework, certifications, or self-directed learning in AI, automation, analytics, customer experience, UX, or digital strategy
• Strong collaboration and communication skills across technical and non-technical teams

We hope that you’re excited by the possibilities that come along with working at Exemplis! With us,
TEAM
comes first. We bring integrity, passion, and excellence to work each day. Being part of our team means living our core values and thriving in an environment of constant innovation and positive change.

In addition to our unique culture, we also offer these fun perks and benefits.

Our compensation philosophy is to be externally competitive, internally fair, and not win or lose on compensation. Salary ranges are developed with the support of national benchmarks and industry best practices that adjusts to your cost of labor, years of relevant experience, skill set, and education.

We believe in supporting a healthy work–life balance and offer a…