Manager, CX Analytics

About Ethos

Ethos is a leading life insurance technology company on a mission to protect families by democratizing access to life insurance and empowering agents at scale. With its robust three-sided technology platform, Ethos is transforming the life insurance experience for consumers, agents, and carriers alike. Ethos offers instant, accessible products and a seamless online process that requires no medical exams and just a few health questions; it eliminates traditional barriers, making it easier than ever for everyone to protect their families. Ethos is redefining how life insurance is bought, sold, and underwritten.

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:

• 4-9 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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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. 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.

Recruitment Notice: Please be aware of recruitment scams. All legitimate communication from our team will only come from email addresses ending in @ethos.com or @getethos.com.

We will never ask for payment, banking details, or sensitive personal information during the hiring process. If you are contacted by someone claiming to represent us from a different email address, please treat it as fraudulent.