Ethos Life - Manager, CX Analytics
Requirements
• 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 • #LI-Onsite#LI-KP1 • #LI-Onsite • #LI-KP1 • 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.
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
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