CX Operations Analyst

As an Operations Analyst at Ethos, your main responsibility will be to empower the Customer Experience (CX) and Insurance Administration teams to deliver an exceptional customer experience. You will play a crucial role in streamlining operations to enhance the Ethos customer journey, ensuring a seamless and efficient experience for all customers. Key Responsibilities: - Utilize metrics, personal analysis, and feedback mechanisms to identify, address, and enhance current CX processes to accommodate company growth - Unearth and review actionable data-driven insights with management to facilitate informed decisions, enhance customer experience processes, boost overall productivity, and elevate customer satisfaction - Identify inefficiencies and gaps in existing tools and internal operational processes, and oversee the implementation of enhancements - Assess new enabling technologies, lead the implementation and integration of new solutions - Collaborate with engineering partners to define, prioritize, and implement automation and process enhancements in Salesforce to enhance productivity and customer satisfaction - Develop internal processes and systems to drive productivity and automation at scale - Collaborate with leadership to collect necessary data inputs for tracking data and translating data into practical insights - Stay abreast of the latest industry trends, tools, and methodologies to ensure implementation of solutions and processes that contribute to delivering an exceptional customer experience Qualifications and Skills: - Minimum of 5 years" experience as an operations professional with a focus on analysis and data-driven insights leading to process improvements and efficiency gains - Background in process development for high-volume production environments - Proficient in project management with the ability to evaluate, reprioritize, and deliver results within team deadlines - Demonstrated success in building and implementing complex business requirements in Salesforce and third-party applications for sales or support organizations with high velocity - Excellent communication skills with the capacity to effectively convey messages to diverse stakeholders and audiences If you are enthusiastic about the role but do not meet all the requirements listed, Ethos encourages you to apply. At Ethos, fostering a diverse, inclusive, and authentic work environment is a priority.,