AVP leading AI transformation, including fraud detection, for Manulife, a global financial services provider. Driving secure, governed Classical, Generative, and Agentic AI solutions across Corporate Functions.
About the role
- AI Automation Analyst managing Claude-based workflows for customer experience in a finance tech company. Drive automation initiatives and integrate insights across customer lifecycle.
Responsibilities
- Own and manage AI automation initiatives across the entire Customer Experience (CX) lifecycle, from onboarding and adoption to renewals.
- Design, build, and deploy sophisticated Claude-based workflows to automate customer intelligence, health scoring, and repetitive CX processes.
- Automate the integration of customer insights into core business drivers, including renewals, upsells, and cross-sell opportunities.
- Develop automated frameworks for high-level data synthesis, including NPS analysis, churn patterns, and insight extraction from customer interactions.
- Create and maintain scalable prompt engineering frameworks and reusable templates to ensure the consistency and accuracy of AI outputs.
- Collaborate with Product, Sales, and Ops to seamlessly integrate AI workflows into existing tech stacks, including CRMs and support platforms.
- Establish rigorous quality assurance processes to validate AI outputs for compliance, accuracy, and alignment with the corporate brand voice.
- Monitor and tune automation performance against key business metrics such as NRR (Net Revenue Retention), Retention Rate, and CSAT.
- Act as the internal Subject Matter Expert (SME) for AI capabilities, providing documentation, stakeholder training, and ensuring responsible AI data privacy and risk mitigation.
Requirements
- Bachelor’s degree in Business, Analytics, Computer Science, or a related technical field (Master’s in AI/ML preferred).
- 2–4 years of proven success in CX operations, AI automation, or high-level data analytics.
- Hands-on experience with Claude or other LLMs, including a strong background in prompt engineering and workflow design.
- Familiarity with core CX platforms and integrations, including Salesforce, Pendo, Slack, and automation tools like Zapier.
- Strong analytical ability to translate complex business problems into scalable, automated AI solutions.
- Solid understanding of APIs, data integrations, and the infrastructure required for seamless AI workflow deployment.
- Excellent ability to explain technical AI capabilities, limitations, and governance to non-technical stakeholders.
- Demonstrated skill in balancing rapid execution with high-quality output, thorough documentation, and risk mitigation.
Benefits
- Competitive pay
- Flexible work
- Inclusive, collaborative environment that supports your success.
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