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 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.

Core 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%)

• Leadership & Mentorship: Lead, mentor, and elevate a high-performing Digital CX Engine. 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").

What we are looking for:

You'll need to have:

• Bachelor's degree or four or more years of experience.

• SaaS Digital Leadership: 8+ years in Customer Success, Marketing Ops, Sales Ops, or Digital CX, with at least 3 years in a leadership role within a SaaS environment.

• AI/ML Fluency: Proven experience implementing AI solutions (e.g., Intercom Fin, Zendesk AI, or custom LLM integrations) to scale customer efficiency and satisfaction.

• Executive Governance: Proven ability to act as the ultimate business owner for customer-facing automation, navigating complex, cross-functional environments to secure alignment.

• The "Tech-Touch" Playbook: Expertise in designing automated customer-impacting workflows that feel highly personalized and intuitive, shifting away from human-dependent models to tech-touch platforms.

• Advanced Analytics: Proficiency in SQL, BI tools (Tableau/Looker), and Customer Success platforms (Gainsight/Staircase/ChurnZero). Highly comfortable navigating and synthesizing "Big Data."

Verizon is an equal opportunity employer. We evaluate qualified applicants without regard to veteran status, disability or other legally protected characteristics.

Our benefits are designed to help you move forward in your career, and in areas of your life outside of Verizon. From health and wellness benefit options including: medical, dental, vision, short and long term disability, basic life insurance, supplemental life insurance, AD&D insurance, identity theft protection, pet insurance and group home & auto insurance. We also offer a matched 401(k) savings plan, up to 8 company paid holidays per year and up to 6 personal days per year, paid parental leave, adoption assistance and tuition assistance, plus other incentives, we've got you covered with our award-winning total rewards package. Depending on the role, employees have the opportunity to receive compensation in the form of premium pay such as overtime, shift differential, holiday pay, allowances, etc. Newly hired employees receive up to 15 days of vacation per year, which grows with additional service. For part-timers, your coverage will vary as you may be eligible for some of these benefits depending on your individual circumstances.