Director of Digital Customer Experience & AI
New
B
Banyan SoftwareEnterprise Software
Location: United StatesFull-TimeDirector
Salary not disclosed
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Job Details
- Experience
- 8–12+ years
- Required Skills
- Microsoft AzureMicrosoft DynamicsUser Experience Design.NETRESTful APIs
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.
- Experience with customer experience design.
- Expertise in integration and system orchestration.
- Ability to translate technical concepts into intuitive user experiences.
- Strong communication and executive presence.
- 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.
- Define how AI agents behave, respond, escalate, and guide customers through tasks.
- Design and govern agent workflows including tool calling, structured outputs, and task orchestration.
- Lead integration strategy across Business Central, Salesforce, and knowledge sources.
- Serve as the internal leader for Copilot Studio and the Microsoft AI stack.
- Establish a repeatable model for evaluating and improving AI-driven experiences (AgentOps).
- Own the experience layer of knowledge powering LV Luna.
- Act as a bridge between Customer Success, Product, Engineering, and Architecture.
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