Director of Intelligent Customer Experience

Leading the strategy and continuous improvement of AI-powered customer interactions, the full-time remote Director of Intelligent Customer Experience will manage the end-to-end customer experience with LV Luna, ensuring effective adoption and quality of AI-assisted workflows across the Loan Vision ecosystem. Key Responsibilities Define and own the vision for AI-powered customer interaction across the Loan Vision lifecycle Establish a repeatable model for evaluating and improving AI-driven experiences Act as a bridge between Customer Success, Product, Engineering, and Architecture to translate technical possibilities into customer-facing value Required Qualifications 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