About Extend:
Extend is revolutionizing the post-purchase experience for retailers and their customers by providing merchants with AI-driven solutions that enhance customer satisfaction and drive revenue growth. Our comprehensive platform offers automated customer service handling, seamless returns/exchange management, end-to-end automated fulfillment, and product protection and shipping protection alongside Extend's best-in-class fraud detection. By integrating leading-edge technology with exceptional customer service, Extend empowers businesses to build trust and loyalty among consumers while reducing costs and increasing profits.
Today, Extend works with more than 1,000 leading merchant partners across industries, including fashion/apparel, cosmetics, furniture, jewelry, consumer electronics, auto parts, sports and fitness, and much more. Extend is backed by some of the most prominent technology investors in the industry, and our headquarters is in downtown San Francisco.
About the Role:
You will be part of Extend's Claim Experience Analytics team within our centralized Risk, Analytics and Data Science team, focused on balancing the user experience and operational efficiency through process and product enhancements for our end-to-end claim platform. If you're excited about breaking down complexity and ambiguity into quantifiable impact and exploring emerging AI capabilities, you'll thrive on our team.
What You'll Be Doing:
- Identify high-impact opportunities to improve claim operations, servicing and fulfillment processes by analyzing trends, surfacing gaps, and delivering recommendations to enhance user experience while managing operational costs effectively.
- Monitor usage trends and anomalies in claim process, measure impact of new product features, and evaluate and iterate AI driven solutions to optimize agent behaviors and ensure stability of agent interactions
- Cultivate a data-driven culture with your skill for storytelling with data, translate analyses into clear, compelling narratives and visualizations that enable informed decision-making across stakeholders.
- Partner widely with Analytics, Operations, Product and Engineering to optimize claim intake, adjudication and fulfillment product features for excellent customer experi
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