CX Operations 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 multiweek process into a modern digital experience for our users that can take just minutes! Weve issued billions in coverage each month and eliminated the traditional barriers ushering the industry into the modern age. Our fullstack 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 JayZ Kevin Durant Robert Downey Jr and others. This year we were named on CB Insights Global Insurtech 50 list and BuiltIns 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 worldclass 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 selfservice 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.

Duties 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 selfservice 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 datadriven 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 highvolume production environments
• Strong project management experience with an ability to evaluate and reprioritize 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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Dont meet every single requirement If youre excited about this role but your past experience doesnt 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.

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