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Fanatics Betting & Gaming (FBG) is seeking an AI Strategy Analyst to drive the roadmap and continuous improvement of its generative AI customer experience systems. This role sits at the intersection of AI strategy and customer operations, focusing on two primary initiatives: the GenAI customer service AI Agent and an internal AI co-pilot for Customer Experience agents.
Key responsibilities include:
**AI Agent & CS Agent Co-Pilot:** Drive continuous improvement of FBG's GenAI customer service AI Agent by partnering with Engineering and CX leadership to enhance containment rate, resolution rate, retention rate, and user satisfaction. Guide strategic and operational decisions for the internal AI co-pilot for CS agents, ensuring it evolves with agent workflows and business needs. Set strategy and standards for the knowledge base powering both tools, prioritizing what gets built and partnering with content and engineering teams on execution as products, policies, and promotions evolve. Identify performance gaps using data, agent feedback, and structured reviews, then convert findings into prioritized action plans. Partner with technical teams on prompt strategy, knowledge base architecture, and evaluation frameworks.
**Continuous AI Improvement:** Synthesize signals from conversation data, user behavior, agent feedback, and operational metrics to identify opportunities and surface risks. Automate testing and performance management of existing AI systems against key metrics (containment, retention, handle time, CSAT). Champion a test-and-learn culture, running structured pilots and experiments to validate new AI capabilities before scaling. Flex across additional AI initiatives as the portfolio grows. Translate complex data findings into clear narratives for technical and non-technical stakeholders. Build and maintain a point of view on industry AI trends and proactively bring forward new opportunities.
**Cross-Functional Collaboration:** Partner with Engineering, Product, CX, Fraud, Payments, Compliance, and Legal to coordinate delivery across the AI portfolio. Communicate status, risks, and outcomes clearly to senior leadership, tailoring messaging to both technical and executive audiences. Prepare strategic narratives, business cases, and executive-ready materials connecting AI investment to measurable business outcomes.
This is a strategy and prioritization role, not a hands-on platform-configuration role. You'll set direction, define what "good" looks like, and drive it through engineering and business partners. The ideal candidate moves comfortably between technical conversations about model performance or prompt design and business conversations about priorities and impact, using that fluency to prioritize, influence, and drive outcomes.
