Director of Digital Customer Experience & AI Innovation

Verizon•Alpharetta, GA

3d•$161,000 - $280,000•Hybrid

About The Position

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.

Requirements

Bachelor's degree or four or more years of experience.
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.
Proven experience implementing AI solutions (e.g., Intercom Fin, Zendesk AI, or custom LLM integrations) to scale customer efficiency and satisfaction.
Proven ability to act as the ultimate business owner for customer-facing automation, navigating complex, cross-functional environments to secure alignment.
Expertise in designing automated customer-impacting workflows that feel highly personalized and intuitive, shifting away from human-dependent models to tech-touch platforms.
Proficiency in SQL, BI tools (Tableau/Looker), and Customer Success platforms (Gainsight/Staircase/ChurnZero).
Highly comfortable navigating and synthesizing "Big Data."

Responsibilities

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.
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.
Lead cross-functional resources to build and deploy proactive digital interventions and "Next Best Action" frameworks that scale product adoption, enabling seamless self-service.
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.
Facilitate and govern complex, cross-functional design thinking workshops with senior stakeholders to fundamentally restructure and optimize the customer journey prior to automation.
Diagnose systemic, root-cause workflow inefficiencies across the enterprise and design scalable, tech-enabled processes to eliminate the customer and employee "Effort Tax."
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.
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.
Champion and govern the seamless integration of new digital tools, workflows, and AI interventions across our global Customer Success, Support, and Sales teams.
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.
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.
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.
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.
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)
Define departmental OKRs, manage enterprise resource allocation, and foster a culture of agile experimentation ("fail fast, iterate rapidly").