CX AI Analyst

Exemplis • Cypress, CA

1d • Hybrid

About The Position

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.

Requirements

• 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 (eg 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

Nice To Haves

• 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

Responsibilities

• 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

Benefits

• Competitive Salary: Our compensation philosophy is to be externally competitive, internally fair, and not win or lose on compensation. Salary ranges are developed with the support of national benchmarks and industry best practices that adjusts to your cost of labor, years of relevant experience, skill set, and education.
• Hybrid Work Schedule: We believe in supporting a healthy work–life balance and offer a flexible hybrid schedule, with remote work on Mondays and Fridays and onsite collaboration on Tuesdays, Wednesdays, and Thursdays.
• Health Insurance: We offer a variety of health insurance options (medical, dental, vision, etc.) for all of our team members. Eligible the first month following your start date.
• 401(k): We match 100% up to 3% and then 50% of the next 2% deferred.
• Time Off: Taking time off to recharge is a must whether it is for your personal health or vacation; paid time off starts accruing day 1!
• Observed Holidays: 10 company observed holidays: New Years, Martin Luther King, President’s Day, Good Friday, Memorial Day, Independence Day, Labor Day, Thanksgiving, Day after Thanksgiving, Christmas Day.
• Employee Discounts: We offer discounts to our employee across all of our product lines.
• Hit our Numbers Lunch: When we hit our monthly milestones, we all celebrate!
• Tuition Scholarships: Partnership with UMASS Global for 10%-20% off tuition for you and/or your family.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree