Allshores is seeking a collaborative CX Systems Lead to help shape the future of our customer experience technology. In this key role, you’ll bring business needs and technology together - leading the evolution of our CX platforms, dashboards, integrations, automation, and emerging AI-enabled capabilities while partnering with teams, consultants, and vendors to turn ideas into practical, impactful solutions.
Primary Responsibilities:
- Support the development and lead the execution of a multi-year CX technology strategy and prioritized roadmap covering Power BI, Sogolytics, integrations, automation, and emerging platforms.
- Oversee CX dashboards, survey configuration, administration, access, data quality, enhancements, documentation, and day-to-day platform effectiveness.
- Translate business needs into business cases, functional requirements, technical requirements, user stories, process documentation, and delivery plans.
- Lead system improvements and integrations from discovery through testing, release, adoption, and post-implementation monitoring, working with the appropriate internal teams and specialists.
- Evaluate new technologies, vendors, consultants, and AI-enabled capabilities, including text analytics, sentiment and theme detection, predictive insights, automated reporting, and natural-language access to data.
- Establish practical governance for system changes, access, testing, data use, documentation, and support; ensure training materials are developed with relevant partners.
- Manage vendors, consultants, projects, and approved resources while maintaining strong relationships with CX, IT, Data, Finance, and other business stakeholders.
Skills, Experience & Attributes:
- Five or more years of relevant experience in CX technology, business systems, technical product management, product ownership, or a related function.
- Demonstrated experience leading complex cross-functional initiatives, vendors, and project teams.
- Strong conceptual understanding of solution architecture, APIs, data pipelines, system integrations, data quality, and access management.
- Proven ability to convert business objectives into clear requirements, roadmaps, business cases, and implemented solutions.
- Excellent communication, stakeholder management, project leadership, documentation, and problem-solving skills.
- Hands-on experience with Power BI, Sogolytics, or comparable analytics and survey platforms.
- Basic SQL knowledge or other technical fluency.
- Relevant project management, business analysis, product ownership, or technology certification.
- Insurance or financial services experience.
- Experience applying AI-enabled tools to customer insight, analytics, automation, or decision support, with an understanding of responsible AI governance
