Customer AI Transformation Lead - EZLynx
Applied Systems•Dallas, TX
•Hybrid
About The Position
EZLynx, a division of Applied, is transforming the insurance industry by providing innovative solutions to improve how independent insurance agents work. We are seeking out-of-the-box thinkers and innovative solution seekers to join our team. We are looking for a Customer AI Transformation Lead to join our Adoption Services Leadership team in a hybrid location from either our Dallas or Chicago office. We value teamwork, diverse experiences, welcoming challenges, taking risks, and having fun.
Requirements
- A rare blend of Customer Experience operational excellence and a deep understanding of AI/LLM capabilities.
- Familiarity with the AI landscape (Prompt Engineering, Agentic Frameworks like LangChain/AutoGPT, and RAG architectures).
- Ability to speak "Engineer" (though not necessarily be a developer).
- Proven ability to lead teams through digital transformation.
- Ability to sell the "augmentation" story of automation.
- Experience in InsurTech or complex SaaS migrations is highly preferred.
Nice To Haves
- Experience in Six Sigma, Lean, or specialized PS frameworks (like TSIA) is a major plus.
Responsibilities
- Design and oversee the development of "AI Agents" (agentic workers) to handle repetitive tasks within Data Migration, Project Management, and Implementation.
- Define and track efficiency metrics, build ROI models for AI investments, and present business cases to CX and executive leadership.
- Analyze the end-to-end delivery journey to identify friction points.
- Build AI solutions to automate documentation, risk identification in customer health, and data mapping.
- Create the "AI Playbook" for the Customer Experience team.
- Ensure Trainers, Onboarding Specialists, Customer Success Managers, and Support Reps are proficient in leveraging AI for strategic consulting.
- Utilize LLMs and RAG (Retrieval-Augmented Generation) to provide real-time guidance to delivery teams, ensuring a "gold standard" of implementation.
- Partner with Product and Engineering to ensure internal AI tools for Customer Experience align with the broader Applied Systems product roadmap.
Benefits
- Medical, Dental, and Vision Coverage
- Holiday and Vacation Time
- Health & Wellness Days
- A Bonus Day for Your Birthday
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
