Director of Digital CX & AI

Loan Vision is entering a new era in how customers engage with our platform, our data, and our support organization. With Luna 1.0 in market and Luna 2.0 under development, AI will become a central part of the end-to-end customer experience; from answering questions to guiding workflows and executing tasks within our Microsoft Dynamics 365 Business Central-based platform. We are seeking a director to lead the strategy, design, and continuous improvement of AI-powered customer interactions across the Loan Vision ecosystem.

This role will own Luna not just as a platform, but as a customer-facing experience layer that shapes how clients learn, operate, and succeed with our solution. This is a techno-functional leadership role sitting within Customer Success, responsible for translating AI capabilities into practical, secure, and intuitive customer experiences. The ideal candidate blends customer empathy, process design, and technical fluency to deliver meaningful outcomes, not just technology.

• Familiarity with MCP,API, agent harness, and secure system integrations
• Experience in financial services, ERP, or regulated environments
• Technical fluency in modern development ecosystems (.NET, APIs, integration patterns)

• The end-to-end AI-driven customer experience, with Luna as a core interaction layer
• Adoption, quality, and effectiveness of AI-assisted workflows across customers and internal teams
• A scalable operating model for designing, testing, and improving AI-driven experiences (Agent Ops)
• The evolution of Luna from support assistance to workflow execution and operational enablement

• Define and own the vision for AI-powered customer interaction across the Loan Vision lifecycle
• Reframe Luna as a digital experience layer that enhances onboarding, support, and daay-to-day operations
• Identify high-impact use cases where AI can reduce friction, improve speed, and increase customer confidence
• Partner closely with Customer Success and Support leadership to align AI capabilities with real customer needs

• Define how AI agents behave, respond, escalates, and guide customers through tasks
• Ensure consistency in tone, clarity, and usability across all AI-driven interactions
• Translate complex backend processes into simple, guided customer experiences
• Balance automation with human touchpoints to maintain trust and satisfaction

• Own the architecture and orchestration of Luna and related AI capabilities
• Design and govern agent workflows including:
  • Tool calling and workflow execution
  • Structured outputs and guided experience
  • Multi-step task orchestration
• Lead integration strategy across Business Central, Salesforce, and knowledge sources
• Make practical tradeoffs between RAG, tool calling, and other AI patterns based on customer outcomes
• Serve as the internal leader for Copilot Studio and the Microsoft AI stack
• Guide implementations across:
  • Copilot Studio (topics, knowledge sources, connectors)
  • Azure AI Search (vector + hybrid)
  • Azure Functions, Logic Apps, Container Apps
  • Power Platform
• Ensure secure, scalable identity and access patterns via Entra

• Establish a repeatable model for evaluating and improving AI-driven experiences
• Define metrics for:
  • Customer adoption
  • Experience quality
  • Task completion success
• Implement feedback loops and continuous improvement processes
• Ensure proper governance, security, and compliance across all AI interactions

• Own the experience layer of knowledge powering Luna
• Ensure content is:
  • Customer-friendly
  • Contextually relevant
  • Structured for retrieval and action
• Partner…