CX Automation Analyst

About Ethos

Ethos was built to make it faster and easier to get life insurance for the next million families. Our approach blends industry expertise, technology, and the human touch to find you the right policy to protect your loved ones. 

We leverage deep technology and data science to streamline the life insurance process, making it more accessible and convenient. Using predictive analytics, we are able to transform a traditionally multi-week process into a modern digital experience for our users that can take just minutes! We’ve issued billions in coverage each month and eliminated the traditional barriers, ushering the industry into the modern age. Our full-stack technology platform is the backbone of family financial health.

We make getting life insurance easier, faster and better for everyone. 

Our investors include General Catalyst, Sequoia Capital, Accel Partners, Google Ventures, SoftBank, and the investment vehicles of Jay-Z, Kevin Durant, Robert Downey Jr and others. This year, we were named on CB Insights' Global Insurtech 50 list and BuiltIn's Top 100 Midsize Companies in San Francisco. We are scaling quickly and looking for passionate people to protect the next million families! 

About the Role

Creating a world-class customer experience is critical to Ethos’ mission and will continue to determine our growth and success in the life insurance industry. We are looking for an Operations Analyst who can help enable our Customer Experience (CX) teams to deliver this experience. This specific position will focus primarily on customer automations, including the automation through customer self-service and the development of AI powered chat and email bots.  To succeed in this role, you should be passionate about creating frictionless processes to improve the Ethos customer experience and have an extreme attention to detail. 

Roles and Responsibilities:

• Gather requirements, design flows, and write final content for Virtual Assistants and Chatbots
• Collaborate with teams across the organization to identify requirements and design digital self-service assets for various customer use cases
• Use metrics, your own analysis, and other feedback mechanisms to identify, solution, and drive improvements in current CX processes to scale as the company grows
• Uncover and review actionable data-driven insights with management to drive informed decisions, improve the customer experience processes, fuel overall productivity, and improve customer satisfaction
• Discover gaps and inefficiencies in our existing tools and internal operational processes and  project manage the implementation of improvements
• Design internal processes and systems to drive productivity and automation at scale

Qualifications and Skills:

• 3+ years experience as an operations professional with ownership over analysis and data driven insights leading to improved processes that resulted in efficiency gains 
• Must have experience helping design, build, and monitor AI driven chat or email bots
• Extremely detail oriented and have an analytical mindset with the ability to exercise discretion in the process of identifying and resolving problems/issues
• Background in process development for high-volume production environments
• Strong project management experience with an ability to evaluate and re-prioritize and deliver results against team deadlines
• Strong communications skills with the ability to articulate messages to a variety of stakeholders and audiences
• Have a personal drive to work proactively and take ownership in all you do

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Don’t meet every single requirement? If you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. At Ethos we are dedicated to building a diverse, inclusive and authentic workplace.

We are an equal opportunity employer who values diversity and inclusion and look for applicants who understand, embrace and thrive in a multicultural world. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Pursuant to the SF Fair Chance Ordinance, we will consider employment for qualified applicants with arrests and conviction records.

To learn more about what information we collect and how it may be used, please refer to our California Candidate Privacy Notice.