Lead, Customer Experience Transformation

Avalara • UNAVAILABLE, UNAVAILABLE

2d

About The Position

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. You will identify customer and our needs, building the case for change, defining transformation strategies, shaping roadmaps, and mobilizing us around the projects that matter most. Working across Product, Engineering, Operations, Support, Content, and Customer Experience teams, you will be the connective tissue between customer insight and enterprise action. You will align team members, coordinate complex efforts, and ensure customer experience improvements result in measurable customer and outcomes.

Requirements

• 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.
• Identify opportunities to use AI to reduce customer effort, improve self-service, increase operational efficiency, and strengthen customer outcomes.
• Incorporate AI-enabled capabilities into transformation strategies, business cases, and roadmap recommendations.
• Use AI to accelerate analysis, opportunity identification, prioritization and planning.
• Partner with Product, Engineering, Data, and Operations teams to ensure AI investments align to customer and our priorities.
• Measure and communicate the growth of AI-enabled customer experience improvements.
• Demonstrate ownership from opportunity identification through realized growth.
• Identify opportunities that create meaningful customer and value.
• Use customer insight, and data to influence priorities and investment decisions.
• Create clarity, understanding, and momentum.
• Challenges assumptions and inspires action on the customer issues that matter most.
• Raise the quality of execution, and accountability across teams.
• Build scalable mechanisms that improve how Avalara delivers customer experience transformation.
• Be a force multiplier by elevating the performance of teams, leaders, and partners around them.
• Leave customer journeys, operating models, and organizational capabilities stronger than they were before.

Responsibilities

• Lead the advancement of strategic customer experience priorities within assigned domains, from opportunity identification through delivered outcomes and measurable growth.
• Use customer feedback, journey insights, operational data, and our goals to Identify opportunities that improve customer and our performance.
• Develop business cases, transformation strategies, success measures, and recommendations that secure organizational agreement and investment.
• Partner with Product, Engineering, Operations, Support, Content, and Customer Experience leaders to ensure customer experience priorities are reflected in planning, investment, and roadmap decisions.
• Guide understanding, accountability, and momentum across team members, ensuring projects progress despite organizational complexity, and changing needs.
• Define success metrics and ensure transformation efforts deliver measurable improvements in customer satisfaction, customer effort, adoption, retention, operational efficiency, and other important outcomes.
• Develop repeatable approaches, governance mechanisms, and operating rhythms that improve Avalara's ability to identify on customer experience opportunities over time.

Benefits

• Total Rewards
• In addition to a great compensation package, paid time off, and paid parental leave, many Avalara employees are eligible for bonuses.
• Health & Wellness
• Benefits vary by location but generally include private medical, life, and disability insurance.
• Inclusive culture and diversity
• Avalara strongly supports diversity, equity, and inclusion, and is committed to integrating them into our business practices and our organizational culture. We also have a total of 8 employee-run resource groups, each with senior leadership and exec sponsorship.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior