AI Automation Analyst

Penbrothers

4d•Remote

About The Position

The AI Automation Analyst will design, build, and scale AI-powered solutions to drive efficiency, consistency, and enhanced customer experiences across the organization. This role will act as the central owner of automation initiatives, identifying high-impact use cases and translating them into production-ready workflows that augment Customer Success, Support, Renewals, Sales, and Operations teams. The analyst will partner cross-functionally to operationalize AI capabilities, ensuring solutions are aligned with business goals such as productivity gains, CSAT improvements, revenue generation, and churn reduction. This role will also establish governance, best practices, and performance tracking for AI-driven automations.

Requirements

At least 2 years of experience in AI, automation, analytics, or related roles.
Bachelor’s degree in Business, Analytics, Computer Science, or related field.
Strong analytical and systems thinking skills with the ability to translate business problems into automation solutions.
Hands-on experience with AI workflow design.
Familiarity with APIs, integrations, and automation tools (e.g., Zapier or similar).
Excellent communication skills to explain AI capabilities and limitations to non-technical stakeholders.
Ability to balance speed of execution with quality and governance.
Strong organizational and documentation skills

Nice To Haves

Master’s degree in Analytics, AI/ML, or equivalent practical experience.
Experience with LLMs, prompt engineering, and workflow automation tools.
Certifications in AI, automation platforms, or data analytics tools.

Responsibilities

Own and manage AI automation initiatives across the lifecycle, including support, onboarding, adoption, and renewals.
Design, build, and deploy AI-based workflows, including: Automated customer intelligence (like Health Scores) generation, Automated orchestration of customer intelligence into business processes, like renewals, upsells, and cross-sells, Workflow automation for repetitive processes, AI-driven summarization, Automated Insight extraction from customer interactions.
Identify and prioritize automation opportunities by analyzing workflows, volume drivers, and inefficiencies.
Develop prompt engineering frameworks and reusable templates to ensure consistency, accuracy, and scalability of AI outputs.
Collaborate with CX, Product, Renewals, Sales, Support, and Operations teams to integrate AI workflows into existing tools (e.g., CRM, support platforms, and communication tools).
Establish quality assurance processes to validate AI outputs and ensure alignment with brand voice, compliance, and customer expectations.
Monitor and optimize automation performance using key metrics (e.g., NRR, Retention Rate, and CSAT).
Document workflows, use cases, and best practices to enable broader adoption across the organization.
Act as a subject matter expert on AI capabilities within the organization, providing training and guidance to stakeholders.
Ensure responsible AI usage, including data privacy, governance, and risk mitigation.