Director of Digital Customer Experience & AI Innovation
Listed on 2026-05-22
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IT/Tech
Data Analyst, AI Engineer
Director of Digital Customer Experience & AI Innovation Role Overview
Reporting directly to the Sr. Director Customer Experience & Transformation, the Director of Digital CX & AI Innovation will serve as the Business Owner driving our digital customer experience transformation. This is a business‑critical leadership role that will impact our business growth. Your mission is to leverage Artificial Intelligence and Machine Learning to create a personalized, predictive, and proactive customer experience for our SaaS users.
You will shift our customer engagement strategy toward an AI‑driven, tech‑touch engine, exercising executive leadership to scale our team's capabilities. This transformation will empower our customer‑facing professionals to focus on high‑value, complex interactions while protecting and expanding Net Revenue Retention (NRR). As a highly specialized hybrid leader, you will blend end‑to‑end CX strategy, digital journey design, and high‑level business acumen to ensure every customer, regardless of size, receives a world‑class experience.
Responsibilities
- Enterprise AI Strategy & Executive Journey Ownership (30%)
- Executive Business Owner: Serve as the ultimate business authority for the end‑to‑end “Tech‑Touch” customer journey, guiding the quantitative and qualitative analysis required to map the ideal state.
- AI Integration & Conversational Design: Direct the CX strategy and business logic for the integration of Generative AI and LLMs into our customer journeys. Govern the strategic deployment of AI chatbots experience, ensuring the org‑wide knowledge strategy resolves customer friction and maintains a premium brand tone.
- Proactive Engagement: Lead cross‑functional resources to build and deploy proactive digital interventions and “Next Best Action” frameworks that scale product adoption, enabling seamless self‑service.
- Horizontal Leadership: Exercise independent decision‑making to partner with Product and Engineering VPs/Directors, ensuring rigorous alignment between “In‑Product” functionality and “Out‑of‑Product” digital CX communications.
- Process Excellence & Design Thinking (25%)
- Workshop Facilitation: Facilitate and govern complex, cross‑functional design thinking workshops with senior stakeholders to fundamentally restructure and optimize the customer journey prior to automation.
- Friction Resolution: Diagnose systemic, root‑cause workflow inefficiencies across the enterprise and design scalable, tech‑enabled processes to eliminate the customer and employee “Effort Tax.”
- Workflow Mapping: Translate overarching CX enterprise strategy (“Truth and Content”) into rigorous, executable process maps that determine and orchestrate how multiple departments interact with the customer base.
- Enterprise Change Management & Enablement (20%)
- Transformation Leadership: Lead the organizational change management required to shift legacy teams to an AI‑first customer engagement framework, guiding the enterprise through transformation and navigating organizational inertia.
- Adoption Governance: Champion and govern the seamless integration of new digital tools, workflows, and AI interventions across our global Customer Success, Support, and Sales teams.
- Strategic Representation: Serve as the ultimate CX executive proxy in cross‑functional product and technology roadmap meetings. You ensure technical builds align with revenue‑protecting CX strategies before interacting with the customer base.
- Predictive Analytics & Data Strategy (15%)
- Health Scoring Models: Guide the development of necessary predictive customer health scoring models, utilizing machine learning to identify and act on churn risk or expansion opportunities before they materialize.
- Data Partnerships: Partner directly with Data Engineering leadership to define CX business requirements for customer data, ensuring backend data models are “AI‑ready” and capable of triggering intelligent customer interventions.
- Executive Insights: Translate complex “Big Data” sets (Salesforce, Gainsight, BI tools) into actionable, executive‑level insights that drive org wide CX strategic decision‑making at the VP/SVP level.
- Multi‑Disciplinary Team Leadership (10%)
- Leaders…
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