Customer AI Transformation Lead - EZLynx

At EZLynx, a division of Applied, we are committed to transforming every facet of agency life by providing innovative solutions to improve how independent insurance agents work every day. We are looking for a Customer AI Transformation Lead to join our Adoption Services Leadership team in a hybrid role from either our Dallas or Chicago office.

What You'll Do

• Agentic Strategy & Deployment: Design and oversee development of AI Agents (agentic workers) to handle repetitive tasks within Data Migration, Project Management, and Implementation

• AI ROI & Performance Analytics: Define and track efficiency metrics, build ROI models for AI investments, and present business cases to CX and executive leadership

• Lifecycle Automation: Analyze the end-to-end delivery journey to identify friction points; build AI solutions to automate documentation, risk identification, and data mapping

• Enablement & Adoption: Create the AI Playbook for the CX team and ensure Trainers, Onboarding Specialists, CSMs, and Support Reps are proficient in leveraging AI

• Quality & Speed Optimization: Utilize LLMs and RAG to provide real-time guidance to delivery teams, ensuring a gold standard of implementation

• Cross-Functional Collaboration: Partner with Product and Engineering to align internal AI tools with the broader Applied Systems product roadmap

We're Excited To Learn More About You

• A rare blend of CX operational excellence and a deep understanding of AI/LLM capabilities

• Familiarity with the AI landscape (Prompt Engineering, Agentic Frameworks like LangChain/AutoGPT, and RAG architectures). You don't need to be a developer, but you must speak "Engineer"

• Proven ability to lead teams through digital transformation, selling the augmentation story

• Experience in Six Sigma, Lean, or specialized PS frameworks (like TSIA) is a major plus

• Experience in InsurTech or complex SaaS migrations is highly preferred