Director of Digital Customer Experience & AI
New
USFull-TimeDirector
Salary not disclosed
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Job Details
- Experience
- 8–12+ years
- Required Skills
- Artificial IntelligenceMicrosoft AzureUser Experience DesignRESTful APIsSaaS
Requirements
- 8–12+ years of experience in enterprise software, customer experience, platform, or digital transformation roles
- Strong expertise in AI-driven systems, agent workflows, and customer experience design
- Deep familiarity with Microsoft ecosystem technologies (e.g., Azure, Dynamics 365, Copilot or similar platforms)
- Ability to translate complex technical concepts into clear, user-centered experiences
- Experience designing scalable digital or AI-enabled customer journeys
- Strong cross-functional leadership and executive communication skills
- Background in system integration, APIs, and workflow orchestration is highly valued
- Experience in regulated or enterprise environments is a plus
Responsibilities
- Define and own the vision and roadmap for AI-driven customer experience across the full customer journey
- Lead the design of intelligent agent behaviors, ensuring clarity, consistency, and usability in customer interactions
- Oversee the evolution of AI capabilities from support-focused tools to full workflow execution systems
- Establish scalable “AgentOps” frameworks to evaluate, monitor, and continuously improve AI experiences
- Drive integration strategy across core enterprise systems, ensuring secure and effective orchestration
- Translate complex technical processes into intuitive, customer-facing experiences
- Collaborate cross-functionally with Product, Engineering, and Customer Success to align AI capabilities with real user needs
- Define and track success metrics such as adoption, task completion, and experience quality
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