CX AI Analyst

CX AI Analyst Company: Exemplis Department: Customer Experience Location: Cypress, CA, US, 90630 Work Designation: Hybrid Salary Range : $74,698.00- $112,047.00 Position Summary We’re building the future of Customer Experience—and looking for AI-curious talent to help us do it. The Customer Experience AI Analyst plays a pivotal role in transforming and maintaining our customer experience from traditional support models into an AI‑led, human‑centered ecosystem. This role focuses on AI Platform Training, maintenance, enablement and quality assurance, ensuring intelligent solutions meet high standards for accuracy, consistency, and customer empathy. You will help design, test, validate, and continuously refine AI‑supported customer interactions—using quality assurance frameworks, performance metrics, and customer insights to ensure every touchpoint is easy, reliable, and aligned with Exemplis brand standards. With a strong understanding of customer needs and service quality, you’ll ensure AI enhances—not replaces—the human experience, supporting both customers and frontline teams. This is a hybrid role requiring onsite work three days per week (Tuesday, Wednesday, and Thursday). Responsibilities and Essential Functions Implement KPIs for an AI–human hybrid Customer Experience workforce, ensuring performance measurement balances efficiency, service quality, customer satisfaction, and human empathy. Establish and maintain metrics across AI performance, human‑in‑the‑loop effectiveness, and end‑to‑end customer outcomes, including CSAT, Customer Effort, first‑contact resolution, containment/deflection, and escalation quality. Establish and maintain quality assurance standards for AI‑supported customer interactions, ensuring accuracy, tone, brand alignment, and compliance across all digital and AI‑enabled channels. Perform ongoing QA reviews of chatbot conversations, AI workflows, and AI‑assisted agent interactions, identifying gaps and improvement opportunities. Partner with CX, Operations, and IT teams to ensure KPIs are actionable, clearly defined, and consistently measured across AI and human‑supported channels. Translate KPI insights into recommendations that improve ease of doing business, workforce effectiveness, and customer trust. Ensure QA practices reinforce a human‑in‑the‑loop service model , validating when AI should resolve issues independently and when escalation to a human is required. Qualifications, Skills and Education Required Qualifications: Associate’s degree or higher in any field and/or equivalent practical or professional experience.

1. years’ experience working with or supporting AI‑enabled or digital tools (e.g., chatbots, knowledge bases, CRM systems, workflow automation, or analytics platforms).
2. years’ experience in customer experience, digital service, analytics, quality assurance, automation, or technology‑enabled roles.

2+ years’ experience using customer data, feedback, quality reviews, or service metrics to identify trends, gaps, and improvement opportunities. Strong analytical and problem‑solving skills with the ability to translate insights into actionable recommendations. Preferred Qualifications: Coursework, certifications, or self‑directed learning in AI, automation, analytics, customer experience, UX, or digital strategy. Strong collaboration and communication skills across technical and non‑technical teams. Exemplis is an Equal Opportunity Employer and our company adheres to the equal employment opportunity guidelines set forth by federal, state, and local laws. Read our full statement on our careers page. #J-18808-Ljbffr Exemplis LLC