Customer Advocacy Experience Operations Analyst

Payrate: $81.00 - $90.00/hr. Summary Lead the build and operationalization of an AI-powered Customer Empathy System that unifies multi-source Traveler and Partner feedback, automates cross-channel summarization and insight generation, and delivers scalable, near real-time visibility into sentiment and key themes across Group. Experience 3+ years, for Bachelor's 0-2 years for Master’s in operations, Customer Experience (CX) focused roles, Program management or related fields. Proven experience in identifying customer needs and translating them into cross-functional actions using GenAI tools. Strong understanding of voice of customer data leveraging journey frameworks and pain point identification methods to drive motivation for action. Skills Looking for a systems thinker & creator who can turn fragmented customer feedback into a scalable, AI-powered insight engine—blending AI, product thinking, and operational rigor. GenAI & Applied AI/NLP: Experience with LLM platforms (e.g., OpenAI, Anthropic), prompt orchestration, evaluation frameworks, and tooling (e.g., Cursor, Claude Code, LangChain, DataBricks, Atlassian) Ability to test, evaluate, and improve GenAI workflows through structured prompt iteration and output quality review. Prompt testing, iteration, and output evaluation AI response quality assurance (hallucination detection, accuracy checks) Experience documenting prompts, workflows, and reusable playbooks Understanding of human-in-the-loop review processes Familiarity with responsible AI practices, data privacy considerations, and safe use of enterprise GenAI tools. Awareness of responsible AI practices, privacy, bias, and data handling Understanding of prompt security and safe enterprise AI usage. VoC & Text Analytics: Hands on with platform evaluation ie UnitQ, Qualtrics, Medallia, or Chattermill.... Understanding of feedback taxonomy development, tagging strategies, and maintaining clean, scalable data structures. Experience structuring unstructured feedback into taxonomies/themes Metadata tagging and classification thinking Data quality management and governance fundamentals. Customer Insight Expertise: Deep understanding of multi-source feedback ecosystems and journey-based frameworks. Product & Systems Thinking: Ability to design scalable, end-to-end insight systems (data -> insight -> action). Comfortable experimenting with emerging AI tools and rapidly iterating on workflows and insight delivery mechanisms. Curiosity and rapid prototyping mindset Ability to test hypotheses and iterate quickly. Data & Infrastructure: Experience working with distributed query engines like Trino. Operationalization: Proven track record moving from pilot to production. Desired Skills Interest in GenAI, customer insights, and AI-powered workflow optimization Familiarity with LLM platforms and tooling (e.g., OpenAI, Anthropic, Cursor, Claude Code, LangChain, Atlassian, Databricks) Ability to test, evaluate, and improve AI outputs through prompt iteration and quality review Experience working with customer feedback or VoC platforms such as UnitQ, Qualtrics, Medallia, or Chattermill Analytical mindset with ability to organize unstructured feedback into themes, insights, and actionable recommendations Familiarity with journey mapping, systems thinking, and customer experience frameworks Experience with tools such as JIRA, SQL, Tableau, Excel, PowerPoint, Miro, or related collaboration/visualization tools Interest in workflow automation and scalable operational processes Strong communication and storytelling skills with ability to tailor insights for different audiences Strong problem-solving skills and comfort working across teams and ambiguity Curiosity and eagerness to learn emerging AI technologies and experimentation approaches Awareness of responsible AI, data privacy, and governance best practices Pay Transparency The typical base pay for this role across the U.S. is: $81.00 - $90.00/hr. Non-exempt positions are eligible for overtime at a rate of 1.5 times the base hourly rate for all hours worked in excess of 40 in a work week, or as required by state or local law. Final offer amounts, within the base pay set forth above, are determined by factors including your relevant skills, education and experience. Full-time employees are eligible to select from different benefits packages. Packages may include medical, dental, and vision benefits, health savings accounts with qualified medical plan enrollment, 10 paid days off, 3 days paid bereavement leave, 401(k) plan participation with employer match, life and disability insurance, commuter benefits, dependent care flexible spending account, accident insurance, critical illness insurance, hospital indemnity insurance, accommodations and reimbursement for work travel, and discretionary performance or recognition bonus. Sick leave and mobile phone reimbursement provided based on state or local law. #J-18808-Ljbffr Aditi Consulting