Sr. Analyst, Agent Assist

LPL Financial • San Diego, CA

7d

About The Position

What if you could build a career where ambition meets innovation? At LPL Financial, we empower professionals to shape their success while helping clients pursue their financial goals with confidence. What if you could have access to cutting-edge resources, a collaborative environment, and the freedom to make an impact? If you're ready to take the next step, discover what’s possible with LPL Financial. We’re seeking a strategic, data-driven Sr. Analyst to help shape the future of our Agent Assist AI platform, a critical tool that empowers customer care agents with real-time insights and content. In this role, you’ll partner with Product, Operations, Technology, and Knowledge Management teams to enhance both the performance of the Agent Assist solution and the quality of content surfaced. The ideal candidate thrives at the intersection of data analysis, customer experience, and automation, and is energized by improving service delivery through technology and AI.

Requirements

• Bachelor’s degree in Computer Science, Engineering, Business, or related field; 5+ years of experience in digital transformation, client experience, or project management
• 2+ years experience building and presenting decks to senior leadership
• Experience in CX / agent support / service tools is a strong plus
• Passion for customer experience, automation, and AI-driven solutions.
• Strong analytical skills with proficiency in Excel, SQL, and business intelligence tools
• Robust analytical skills with an ability to identify relevant data, evaluate business opportunities within the context of a larger organization
• Ability to influence leadership by presenting findings in a clear and actionable manner based on data
• Expert consensus-builder who drives change across initiatives within and outside direct accountability; facilitates critical thinking to create solutions for the most complex business challenges

Nice To Haves

• MBA or advanced technical degree preferred.

Responsibilities

• Monitor and analyze key performance indicators (KPIs) for usage, agent interaction percentage, call resolution rate, and feedback.
• Provide insights into chatbot performance and user behavior
• Support training and change management initiatives for internal stakeholders.
• Identify inefficiencies or gaps in knowledge content impacting performance and adoption of Agent Assist tools.
• Collaborate with developers, content team, and business knowledge owners to refine performance and content accuracy.
• Support system training/improvement and intent tuning in coordination with product and tech teams.
• Partner with stakeholders to prioritize enhancements based on impact and feasibility.
• Conduct usability testing and gather user feedback to continuously improve user experience.
• Conduct gap analyses and identify opportunities for chatbot automation or enhancement.

Benefits

• LPL Total Rewards package is highly competitive, designed to support your success at work, at home, and at play – such as 401K matching, health benefits, employee stock options, paid time off, volunteer time off, and more.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level