CX Systems Lead

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