Director of Digital Customer Experience & AI

Banyan Software

9d•Remote

About The Position

Loan Vision is entering a new era in how customers engage with our platform, our data, and our support organization. With LV Luna in market and LV Luna 2.0 on the horizon, AI will become a central part of the end-to-end customer experience; from answering questions to guiding workflows and executing tasks within our Microsoft Dynamics 365 Business Central–based platform. We are seeking a Director of Intelligent Customer Experience to lead the strategy, design, and continuous improvement of AI-powered customer interactions across the Loan Vision ecosystem. This role will own LV Luna not just as a platform, but as a customer-facing experience layer that shapes how clients learn, operate, and succeed with our solution. This is a techno-functional leadership role sitting within Customer Success, responsible for translating AI capabilities into practical, secure, and intuitive customer experiences. The ideal candidate blends customer empathy, process design, and technical fluency to deliver meaningful outcomes, not just technology.

Requirements

8–12+ years in enterprise software, customer experience, or platform leadership roles
Strong experience in the Microsoft ecosystem (Dynamics 365, Azure, Copilot, etc.)
Deep understanding of AI agent behavior and workflows, customer experience design, and integration and system orchestration
Ability to translate technical concepts into intuitive user experiences
Strong communication and executive presence

Nice To Haves

Experience designing AI-powered customer or support experiences
Familiarity with Model Context Protocol (MCP) and secure system integrations
Experience in financial services, ERP, or regulated environments
Technical fluency in modern development ecosystems (.NET, APIs, integration patterns)

Responsibilities

Define and own the vision for AI-powered customer interaction across the Loan Vision lifecycle
Reframe LV Luna as a digital experience layer that enhances onboarding, support, and day-to-day operations
Identify high-impact use cases where AI can reduce friction, improve speed, and increase customer confidence
Partner closely with Customer Success and Support leadership to align AI capabilities with real customer needs
Define how AI agents behave, respond, escalate, and guide customers through tasks
Ensure consistency in tone, clarity, and usability across all AI-driven interactions
Translate complex backend processes into simple, guided customer experiences
Balance automation with human touchpoints to maintain trust and satisfaction
Own the architecture and orchestration of LV Luna and related AI capabilities
Design and govern agent workflows including: Tool calling and workflow execution, structured outputs and guided experiences, and multi-step task orchestration
Lead integration strategy across Business Central, Salesforce, and knowledge sources
Make practical tradeoffs between RAG, tool calling, and other AI patterns based on customer outcomes
Serve as the internal leader for Copilot Studio and the Microsoft AI stack
Guide implementations across: Copilot Studio (topics, knowledge sources, connectors), Azure AI Search (vector + hybrid), Azure Functions, Logic Apps, and Container Apps
Ensure secure, scalable identity and access patterns via Entra ID
Establish a repeatable model for evaluating and improving AI-driven experiences
Define metrics for: Customer adoption, experience quality, and task completion success
Implement feedback loops and continuous improvement processes
Ensure proper governance, security, and compliance across all AI interactions
Own the experience layer of knowledge powering LV Luna
Ensure content is: Customer-friendly, contextually relevant, structured for retrieval and action
Partner with internal teams to close knowledge gaps and improve usability
Define processes for maintaining high-quality, AI-ready content
Act as a bridge between Customer Success, Product, Engineering, and Architecture
Bring a customer-first lens to technical decisions and platform evolution
Translate technical possibilities into clear, customer-facing value
Serve as a strategic advisor to leadership on AI-driven customer experience