Customer Experience Automation Analyst

We are looking for a Customer Experience Operations Analyst to help us scale Customer Experience through automation, systems, and operational improvements. Right now, we have AI implemented as first level for all requests and we have a human team that takes care of all escalations. We are looking for someone able to look into our operations and evaluate everything and anything that can possibly become an automation/AI and IMPLEMENT it by themselves with no support of anyone from our tech team. You understand the problem and build the solution.

Key Responsibilities

• Map the most frequent tickets and identify which can be resolved through automation, self-service, or intelligent workflows.
• Build and maintain workflows connecting conversation to action: querying data, updating records, triggering processes, and returning responses.
• Optimize resolution for our customer service AI: tweak prompts, improve the knowledge base, and create...