Customer Digital Twin Product Analyst

About the role

Copado is seeking a Customer Digital Twin Product Analyst to join its CX Transformation team. Reporting to the VP CX Transformation, you will act as the operational custodian and data steward for key Customer Intelligence and AI Governance pillars. This junior‑to‑mid‑level position supports the creation, maintenance, and scaling of digital twins and AI agents that power the customer experience journey.

Key responsibilities

• Own day‑to‑day management of digital twin schemas, ensuring accurate, unified intelligence records of customer environments.
• Lead weekly AI quality reviews, auditing automated triage decisions, flagging misclassifications, routing errors, and hallucinated recommendations.
• Monitor AI agent outputs against guardrails, preventing exposure of credentials or secrets and enforcing human‑approval pathways for high‑risk communications.
• Assist in configuring, testing, and refining specialized AI agents such as Support Intake, Entitlement, SLA Router, Triage, Diagnostic, and Case Twin.
• Track and report core AI and twin performance metrics, including accuracy, override rates, resolution speed, and customer satisfaction.

Required profile

• 2+ years of experience as a Product Analyst.

Required skills