Lead, Customer Experience Transformation

What You'll Do

Role Summary (Why This Role Exists Now)

Avalara's ability to improve customer satisfaction, retention, and operational efficiency depends on evolving the experiences customers have across their lifecycle. Achieving meaningful improvement requires more than identifying customer problems—it requires ownership of the transformation needed to solve them.

The Lead, Customer Experience Transformation owns the advancement of strategic customer experience priorities from opportunity identification through realized growth. You will identify customer and our needs, building the case for change, defining transformation strategies, shaping roadmaps, and mobilizing us around the projects that matter most.

Working across Product, Engineering, Operations, Support, Content, and Customer Experience teams, you will be the connective tissue between customer insight and enterprise action. You will align team members, coordinate complex efforts, and ensure customer experience improvements result in measurable customer and outcomes.

How You will Elevate Avalara

Business Impact

• Ensure Avalara invests in customer experience opportunities with the greatest potential to improve retention, customer satisfaction, growth, and operational efficiency.
• Connect customer priorities to business strategy, roadmap planning, and investment decisions.
• Accelerate the realization of value from customer experience transformation efforts.

Customer Impact

• Influence how you prioritize, improve, and deliver experiences directly with customer needs and feedback.
• Reduce friction across critical customer journeys and increase customer confidence, adoption, and loyalty.
• Improve meaningful improvements across the moments that matter most to customers.

Organizational Impact

• Create understanding across teams responsible for delivering customer experiences.
• Strengthen Avalara's ability to move from customer insight to action.
• Establish scalable approaches for governing and advancing customer experience priorities across the enterprise.

What Your Responsibilities Will Be

Manage Customer Experience Transformation Domains

• Lead the advancement of strategic customer experience priorities within assigned domains, from opportunity identification through delivered outcomes and measurable growth.

Identify Opportunities

• Use customer feedback, journey insights, operational data, and our goals to Identify opportunities that improve customer and our performance.

Build the Case for Change

• Develop business cases, transformation strategies, success measures, and recommendations that secure organizational agreement and investment.

Shape Enterprise Priorities and Roadmaps

• Partner with Product, Engineering, Operations, Support, Content, and Customer Experience leaders to ensure customer experience priorities are reflected in planning, investment, and roadmap decisions.

Mobilize Organizational Action

• Guide understanding, accountability, and momentum across team members, ensuring projects progress despite organizational complexity, and changing needs.

Realize Measurable Outcomes

• Define success metrics and ensure transformation efforts deliver measurable improvements in customer satisfaction, customer effort, adoption, retention, operational efficiency, and other important outcomes.

Establish Scalable Transformation Practices

• Develop repeatable approaches, governance mechanisms, and operating rhythms that improve Avalara's ability to identify on customer experience opportunities over time.

12-Month Success Signals

Within 12 Months

• Strategic customer experience opportunities identified into funded or approved transformation plans.
• Business cases, transformation strategies, roadmaps, and success measures established for assigned customer experience domains.
• Customer experience priorities reflected in planning, roadmap, and investment decisions across partner organizations.
• Partner aligned around shared customer experience priorities and outcomes.
• Main transformation projects launched and demonstrating measurable progress against customer and our goals.
• Customer insights incorporated into planning, prioritization processes.

Beyond 12 Months

• Demonstrated improvements in customer satisfaction, customer effort, retention, adoption, and operational efficiency.
• Sustainable transformation practices adopted across partner organizations.
• Customer experience priorities integrated into enterprise planning.
• Repeatable pipeline of customer experience opportunities progressing from insight to implementation and measurable impact.
• Increased organization