Director of Digital Customer Experience & AI Innovation

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.
• CX Innovation & Tech-Touch Strategy: 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

• 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").
• Enterprise Change Management & Enablement: 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 & CX Data Strategy

• Health Scoring Strategy: Guide the business requirements for 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 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.