Lead, Customer Intelligence Strategy

Overview

Avalara is scaling an AI-first operating model designed to predict customer needs, reduce systemic friction, protect Gross Revenue Retention (GRR), and lower Cost to Serve (CTS). Customer signals exist across Voice of Customer systems, predictive analytics, operational data, and enterprise reporting tools. The CX360 engine is envisioned as a unified, designed intelligence platform. The role of Customer Experience Owner, CX360, is to define, architect, and stand up CX360 as Avalara's enterprise customer intelligence engine.

You will develop the strategic roadmap, define use cases, determine requirements, and sequence capabilities to ensure CX360 is built deliberately, aligned to enterprise needs, and scalable over time. The engine is designed to support enterprise prioritization standards and financial validation frameworks, with the engine designer enabling them.

How You Will Improve Avalara

• Establish CX360 as a durable, enterprise-grade intelligence engine rather than a fragmented reporting tool.
• Align platform capability to long-term retention visibility, lifecycle intelligence, and cost reduction needs.
• Improve roadmap discipline by defining structured use cases and sequenced capability development.
• Prevent redundant platform investments by enforcing architectural clarity.

• Ensure earlier visibility into lifecycle friction and renewal risk.
• Ensure customer insights are surfaced in structured, usable formats.
• Reduce the risk of disconnected tools that obscure the full customer picture.

• Provide a unified capability roadmap for customer intelligence infrastructure.
• Align Product, Engineering, Data, and Customer Experience partners to a shared system vision.
• Establish disciplined business requirement standards before capability build.
• Raise platform design from feature delivery to engine architecture.
• A Bar Raiser in this role leaves CX360 architected for scale, clarity, and long-term enterprise value.

Responsibilities (Enterprise Platform Strategy Ownership)

• Define the CX360 Strategic Vision:
  Establish the long-term vision and capability roadmap for CX360.
• Define the enterprise use cases CX360 must support, including renewal risk visibility, lifecycle intelligence, and operational performance drivers.
• Translate business strategy into structured platform capability requirements.
• Ensure the CX360 roadmap meets enterprise Customer Intelligence standards and future decision needs.

Authority:
Strategic owner of CX360 vision and capability roadmap.

• Oversee Use Case & Business Requirement Definition:
  Define high-value CX360 use cases tied to measurable retention and efficiency goals.
• Translate use cases into structured, sequenced requirements.
• Align partners across Product, Engineering, Data, and Customer Experience on capability priorities.
• Ensure requirements are complete before development sequencing begins.

Authority:
Final decision authority on CX360 use case prioritization and business requirement clarity.

• Lead Platform Architecture Understanding:
  Define how CX360 integrates analytics outputs, Voice of Customer inputs, and operational signals into a unified engine.
• Ensure capability design supports scalability, extensibility, and governed intelligence standards.
• Identify architectural dependencies and sequencing risks.
• Prevent feature fragmentation by enforcing platform coherence.

Authority:
Strategic understanding owner for CX360 architecture direction.

• Create Strategic Roadmap & Investment Clarity:
  Establish phased capability build with care for enterprise.
• Present roadmap sequencing, tradeoffs, and investment possible effects to executive partners.
• Ensure CX360 roadmap supports long-term intelligence goals rather than short-term feature requests.

Authority:
Owns roadmap sequencing and capability prioritization within CX360.

• AI & Capability Design Leadership:
  Define how you embed artificial intelligence capabilities within CX360 architecture.
• Design predictive indicators, classification logic, and automation pathways intentionally.
• Partner with analytics teams to ensure model outputs are platform-ready.
• Ensure AI capabilities within CX360 are governed, explainable, and scalable.

Authority:
Strategic design owner for AI capability within CX360.

Required Qualifications

• B.S. in Computer Science or Engineering.
• 8+ years of experience leading enterprise platform projects or strategic program delivery in SaaS environments.
• Demonstrated experience defining use cases and requirements for analytics-driven systems.
• Experience shaping multi-phase strategic roadmaps.
• Experience aligning Product, Engineering, Data, and team members around platform architecture.
• Experience integrating artificial intelligence capabilities into enterprise systems.
• Demonstrated VP-level partners on strategic sequencing and investment decisions.

We are hiring a Bar Raiser — someone who elevates the performance, standards, and…