Manager, CX Analytics

About the Role

Creating a world-class customer experience is core to Ethos' mission. We are looking for a Manager, CX Analytics to own the measurement, instrumentation, and insight layer across our Customer Experience and Operations teams. This is a high-impact individual contributor role - you will be the analytical engine behind CX, translating raw operational data into decisions that improve efficiency, reduce cost, and elevate customer experience.

Duties and Responsibilities:

• Own the end-to-end analytics lifecycle for CX Operations: metric definition, data instrumentation, reporting, and insight delivery to leadership
• Build and maintain dashboards and analytical models that surface CX metrics like AHT, CSAT, productivity, repeat rates, bounce rates, cost-per-contact trends across channels
• Author business requirements for data instrumentation gaps - defining event-level tracking needs, data contracts, and success criteria in partnership with engineering and ops teams
• Translate complex operational data into clear, decision-ready narratives for senior stakeholders
• Identify inefficiencies in CX processes through data; quantify their cost impact and size the opportunity for improvement
• Partner with Workforce Management and Finance on headcount planning, cost modeling, and productivity benchmarking
• Use AI tools including Claude to accelerate analysis, automate recurring reporting, and prototype data solutions rapidly
• Maintain structured, documented analytical frameworks that can scale as the team grows

Qualifications and Skills:

• 5-9 years in an analytics or operations analytics role, ideally in a high-volume CX, support
• Strong SQL proficiency - you write queries independently, build data models, and debug pipelines without hand-holding
• Demonstrated ability to define and instrument metrics from scratch, including authoring business requirements for engineering teams
• Experience working with CRM data, preferably Salesforce
• Comfortable using AI tools (Claude or equivalent) to accelerate analytical workflows
• Familiarity with BI or data platforms is a plus
• Strong written communication - your docs and decks are tight, structured, and built for decisions
• Self-directed: you identify what needs to be measured before being asked, and you follow through without close supervision
  
  

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