Director of Digital Customer Experience & AI Innovation

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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 design thinking, out-of-the-box innovation, 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 and established Director-level people 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.

Core Responsibilities

• Workshop Facilitation: Facilitate and govern complex, cross-functional design thinking workshops with senior stakeholders to fundamentally restructure and optimize the end-to-end customer journey prior to automation. Bring out-of-the-box, innovative approaches to legacy problems.

• 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."

• Journey Mapping: Translate overarching CX enterprise strategy ("Truth and Content") into rigorous, executable end-to-end customer journey maps that determine and orchestrate how multiple departments interact with the customer base.

• 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 across all touchpoints.

• AI Integration Strategy: Direct the CX strategy and business logic for the integration of Generative AI and LLMs into our customer journeys. Act as the CX business visionary, partnering with technical teams to ensure the AI chatbot experience 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 the holistic customer experience and digital CX communications.

Multi-Disciplinary Team Leadership (15%)

• Leadership & Mentorship: Lead, mentor, and elevate a high-performing Digital CX Engine. As a proven Director-level leader, you will direct 4 specialized functional pillars:

Process Excellence & Design Thinking
CX Change Management
AI Knowledge Architecture & Conversational Customer Experience Design
Digital Journey Strategy (Tech-Touch)

• Agile Culture: Define departmental OKRs, manage enterprise resource allocation, and foster a culture of agile experimentation ("fail fast, iterate rapidly").

• 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.