Lead, Customer Intelligence Strategy

What You'll Do

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. What does not yet exist is a unified, designed intelligence engine that integrates these inputs into a scalable, durable platform. We intend CX360 to be that engine.

Without a clearly defined vision, prioritized use cases, and structured requirements, CX360 risks becoming a reporting layer instead of a strategic enterprise capability. Fragmented feature development, unclear ownership, and reactive enhancement cycles would limit its long‑term value.

Lead, Customer Intelligence Strategy exists 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.

You will not own enterprise prioritization standards or financial validation frameworks. The engine designer designs the engine to support them.

Business Elevation

• 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.

Customer Elevation

• 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.

Organizational Elevation

• 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 effects to executive partners.
• Ensure CX360 roadmap supports long‑term intelligence goals rather than short‑term feature requests.

Authority:
Owns roadmap…