Alexander Nazar
Director, Quality & Insights @Asurion
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WORK HISTORY
Director, Quality & Insights @Asurion
Nashville, TN, US
Lead enterprise customer experience and quality transformation by modernizing experience measurement, embedding AI driven insights into frontline behaviors, and redesigning operating models for scale.Transformed enterprise Quality & CX measurement by converting 40+ clients to a modern, behavior based experience standards framework.Led the selection, adoption, and value realization of an AI powered voice of customer platform, serving as product owner for experience use cases.Owned the design and governance of AI prompts measuring behaviors, sentiment, resolution, and sales effectiveness to ensure accuracy and actionability.Embedded AI driven insights into coaching and enablement workflows, reducing manual analysis by 50% and accelerating experience improvement.Redesigned the CX/Quality operating model around analytics and GenAI skillsets, delivering $1.8M in cost savings.Established conversational AI governance, enabling controlled evolution of CX measurement while maintaining trust and operational stability.Led journey level CX diagnostics, analyzing interactions to identify friction, customer pain points, resolution blockers, and drive executive backed improvements.
EDUCATION
William Paterson University of New Jersey
Business Administration and Management, General
SKILLS
ABOUT ALEXANDER NAZAR
I lead customer experience transformation by designing AI enabled measurement systems that move organizations from tracking interactions to improving outcomes. My foundation is in Quality, but my focus is customer experience - specifically how organizations understand real customer interactions, influence frontline behavior, and scale improvement through Voice of Customer insights, analytics, and AI enabled operating models. I specialize in bridging CX strategy and execution so insights don’t just exist, but actually change how teams work. With deep experience across retail, operations, analytics, and Quality, I bring a systems level view of customer experience - connecting measurement, journey diagnostics, behavior change, economics, and culture to drive sustainable improvement at scale.
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