Lead, Customer Experience Transformation

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.

What You'll Do

• 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
• 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.

Required Qualifications

• Bachelor's degree and 8+ years of experience leading customer experience transformation, business transformation, strategy, consulting, operations, product strategy, customer success, or related disciplines within a SaaS environment.
• Demonstrated experience identifying customer experience opportunities and translating them into funded projects, roadmaps, transformation programs, or strategic investments.
• Experience developing business cases, transformation strategies, operating models, or recommendations that influenced organizational priorities.
• Experience promoting understanding and action across Product, Engineering, Operations, Support, Content, and customer-facing organizations without direct authority.
• Demonstrated experience delivering measurable improvements in customer experience, retention, adoption, operational efficiency, or related outcomes.
• Analytical and problem-solving, including the ability to combine customer, operational, and business insights into applicable recommendations.
• Experience working with customer experience and performance metrics such as CSAT, NPS, customer effort, adoption, retention, efficiency, or growth.
• Demonstrated application of AI, automation, or digital capabilities to improve customer or outcomes.