About Ethos
Ethos is a leading life insurance technology company on a mission to protect families by democratizing access to life insurance and empowering agents at scale. With its robust three-sided technology platform, Ethos is transforming the life insurance experience for consumers, agents, and carriers alike. Ethos offers instant, accessible products and a seamless online process that requires no medical exams and just a few health questions; it eliminates traditional barriers, making it easier than ever for everyone to protect their families. Ethos is redefining how life insurance is bought, sold, and underwritten.

About The Role
Creating a world-class customer experience is core to Ethos' mission. We are looking for a Manager, CX Analytics to own the measurement, instrumentation, and insight layer across our Customer Experience and Operations teams. This is a high-impact individual contributor role — you will be the analytical engine behind CX, translating raw operational data into decisions that improve efficiency, reduce cost, and elevate customer experience.





Duties And Responsibilities
- Own the end-to-end analytics lifecycle for CX Operations: metric definition, data instrumentation, reporting, and insight delivery to leadership
- Build and maintain dashboards and analytical models that surface CX metrics like AHT, CSAT, productivity, repeat rates, bounce rates, cost-per-contact trends across channels
- Author business requirements for data instrumentation gaps — defining event-level tracking needs, data contracts, and success criteria in partnership with engineering and ops teams
- Translate complex operational data into explicit, decision-ready narratives for senior stakeholders
- Identify inefficiencies in CX processes through data; quantify their cost impact and size the opportunity for improvement
- Partner with Workforce Management and Finance on headcount planning, cost modeling, and productivity benchmarking
- Use AI tools including Claude to accel

📌 Manager, CX Analytics (Bengaluru)
🏢 Ethos
📍 Bengaluru