Customer AI Transformation Lead - EZLynx
About The Position
Transforming the insurance industry is ambitious, we know. That’s why at EZLynx, a division of Applied, we are committed to transforming every facet of agency life by providing the most innovative solutions to improve how independent insurance agents work every day. We are the Real-Time Rating pioneers in our industry, and we are looking for out-of-the-box thinkers and innovative solution seekers to join our team. We’re searching for a Customer AI Transformation Lead to join our Adoption Services Leadership team in a hybrid location from either our Dallas or Chicago office. To keep us headed in the right direction, we’re looking for people who understand winning is a team sport, who value and seek to learn from our team’s diverse experiences and backgrounds, who welcome a challenge and take risks in the pursuit of creating better outcomes for our customers, and who can, at any given time, step back to laugh and have some 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). You don't need to be a developer, but you must speak "Engineer."
- Proven ability to lead teams through digital transformation. People are often wary of automation; you need to sell the "augmentation" story.
Nice To Haves
- Experience in Six Sigma, Lean, or specialized PS frameworks (like TSIA) is a major plus.
- Experience in InsurTech or complex SaaS migrations is highly preferred.
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 not just using AI, but are proficient in leveraging it to provide higher-value strategic consulting.
- Utilize LLMs and RAG (Retrieval-Augmented Generation) to provide real-time guidance to delivery teams, ensuring a "gold standard" of implementation regardless of the consultant's tenure.
- Partner with Product and Engineering to ensure the 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
