Director of Digital Customer Experience & AI Innovation

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Director of Digital Customer Experience & AI Innovation

Role Overview

Reporting directly to the Sr. Director Customer Experience & Transformation, the Director of Digital CX & AI Innovation will serve as the Business Owner driving our digital customer experience transformation.

This is a business-critical leadership role that will impact our business growth. Your mission is to leverage design thinking, out-of-the-box innovation , Artificial Intelligence and Machine Learning to create a personalized, predictive, and proactive customer experience for our SaaS users. You will shift our customer engagement strategy toward an AI-driven, tech-touch engine, exercising executive leadership to scale our team's capabilities. This transformation will empower our customer-facing professionals to focus on high-value, complex interactions while protecting and expanding Net Revenue Retention (NRR). As a highly specialized hybrid leader and established Director-level people leader, you will blend End to End CX Strategy, digital journey design, and high-level business acumen to ensure every customer, regardless of size, receives a world-class experience.

Core Responsibilities

End-to-End Journey Design & Design Thinking (30%)

• Workshop Facilitation: Facilitate and govern complex, cross-functional design thinking workshops with senior stakeholders to fundamentally restructure and optimize the end-to-end customer journey prior to automation. Bring out-of-the-box, innovative approaches to legacy problems.

• Friction Resolution: Diagnose systemic, root-cause workflow inefficiencies across the enterprise and design scalable, tech-enabled processes to eliminate the customer and employee "Effort Tax."

• Journey Mapping: Translate overarching CX enterprise strategy ("Truth and Content") into rigorous, executableend-to-end customer journey maps that determine and orchestrate how multiple departments interact with the customer base.

CX Innovation & Tech-Touch Strategy (25%)

• Executive Business Owner: Serve as the ultimate business authority for the end-to-end "Tech-Touch" customer journey, guiding the quantitative and qualitative analysis required to map the ideal state across all touchpoints.

• AI Integration Strategy: Direct the CX strategy and business logic for the integration of Generative AI and LLMs into our customer journeys. Act as the CX business visionary, partnering with technical teams to ensure the AI chatbot experience resolves customer friction and maintains a premium brand tone.

• Proactive Engagement: Lead cross-functional resources to build and deploy proactive digital interventions and "Next Best Action" frameworks that scale product adoption, enabling seamless self-service.

• Horizontal Leadership: Exercise independent decision-making to partner with Product and Engineering VPs/Directors, ensuring rigorous alignment between the holistic customer experience and digital CX communications.

Multi-Disciplinary Team Leadership (15%)

• Leadership & Mentorship: Lead, mentor, and elevate a high-performing Digital CX Engine. As a proven Director-level leader , you will direct 4 specialized functional pillars:

Process Excellence & Design ThinkingCX Change ManagementAI Knowledge Architecture & Conversational Customer Experience DesignDigital Journey Strategy (Tech-Touch)

• Agile Culture: Define departmental OKRs, manage enterprise resource allocation, and foster a culture of agile experimentation ("fail fast, iterate rapidly").

Enterprise Change Management & Enablement (15%)

• Transformation Leadership: Lead the organizational change management required to shift legacy teams to an AI-first customer engagement framework, guiding the enterprise through transformation and navigating organizational inertia.

• Adoption Governance: Champion and govern the seamless integration of new digital tools, workflows, and AI interventions across our global Customer Success, Support, and Sales teams.

• Strategic Representation: Serve as the ultimate CX executive proxy in cross-functional product and technology roadmap meetings. You ensure technical builds align with revenue-protecting CX strategies before interacting with the customer base.

Predictive Analytics & CX Data Strategy (15%)

• Health Scoring Strategy: Guide the business requirements for predictive customer health scoring models, utilizing machine learning to identify and act on churn risk or expansion opportunities before they materialize.

• Data Partnerships: Partner directly with Data Engineering leadership to define CX business requirements for customer data, ensuring backend data models are capable of triggering intelligent customer interventions.

• Executive Insights: Translate complex "Big Data" sets (Salesforce, Gainsight, BI tools) into actionable, executive-level insights that drive org-wide CX strategic decision-making at the VP/SVP level.

What we are looking for:

You'll need to have:

• Bachelor's degree or four or more years of experience.

• SaaS Digital Leadership: Highly experienced People leader with 8+ years in Customer Success, Sales, CX Strategy, Marketing Ops, or Digital CX, with at least 3 years in a leadership role within a SaaS environment.

• End-to-End CX & Design Thinking: Deep expertise building, auditing, and restructuring end-to-end customer journeys. Certified or highly experienced in facilitating Design Thinking workshops to drive out-of-the-box innovation.

• Executive Governance: Proven ability to act as the ultimate business owner for customer-facing automation, navigating complex, cross-functional environments to secure alignment.

• The "Tech-Touch" Playbook: Expertise in designing automated customer-impacting workflows that feel highly personalized and intuitive, shifting away from human-dependent models to tech-touch platforms.

• Advanced Analytics: Strong data fluency and ability to translate data into CX strategy . Proficiency in BI tools (Tableau/Looker), and Customer Success platforms (Gainsight/Staircase/ChurnZero).

Where you'll be working

In this hybrid role, you'll have a defined work location that includes working from home and a minimum of three days per week in the office, which will be set by your manager. Employees are responsible for maintaining compliance with hybrid work policies.

Scheduled Weekly Hours

40

Equal Employment Opportunity

Verizon is an equal opportunity employer. We evaluate qualified applicants without regard to veteran status, disability or other legally protected characteristics.

Benefits and Compensation

Our benefits are designed to help you move forward in your career, and in areas of your life outside of Verizon. From health and wellness benefit options including: medical, dental, vision, short and long term disability, basic life insurance, supplemental life insurance, AD&D insurance, identity theft protection, pet insurance and group home & auto insurance. We also offer a matched 401(k) savings plan, up to 8 company paid holidays per year and up to 6 personal days per year, paid parental leave, adoption assistance and tuition assistance, plus other incentives, we've got you covered with our award-winning total rewards package. Depending on the role, employees have the opportunity to receive compensation in the form of premium pay such as overtime, shift differential, holiday pay, allowances, etc. Newly hired employees receive up to 15 days of vacation per year, which grows with additional service. For part-timers, your coverage will vary as you may be eligible for some of these benefits depending on your individual circumstances.

The salary will vary depending on your location and confirmed job-related skills and experience. This is an incentive based position with the potential to earn more. For part-time roles, your compensation will be adjusted to reflect your hours. The annual salary range for the Illinois location(s) listed on this job requisition based on a full-time schedule is: $161,000.00 - $280,000.00.