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Director of Digital Customer Experience & AI Innovation
Full-time
About the Role
Reporting to the Sr. Director Customer Experience & Transformation, the Director of Digital CX & AI Innovation serves as the Business Owner driving Verizon's digital customer experience transformation. Your mission is to leverage design thinking, Artificial Intelligence, and Machine Learning to create a personalized, predictive, and proactive customer experience for SaaS users, shifting the engagement strategy toward an AI-driven, tech-touch engine that protects and expands Net Revenue Retention.
Core Responsibilities
Facilitate cross-functional design thinking workshops to restructure and optimize the end-to-end customer journey before automation.
Diagnose root-cause workflow inefficiencies and design scalable, tech-enabled processes to eliminate customer and employee effort.
Serve as the executive business owner for the end-to-end tech-touch customer journey across all touchpoints.
Direct the CX strategy and business logic for integrating Generative AI and LLMs into customer journeys.
Lead cross-functional resources to deploy proactive digital interventions and Next Best Action frameworks.
Lead, mentor, and elevate a Digital CX team across process excellence, change management, AI knowledge architecture, and digital journey strategy.
Guide business requirements for predictive customer health scoring models using machine learning to identify churn or expansion.
Translate complex data sets (Salesforce, Gainsight, BI tools) into executive-level insights that drive CX strategic decisions.
What We Are Looking For
Bachelor's degree or four or more years of experience.
8+ years in Customer Success, Sales, CX Strategy, Marketing Ops, or Digital CX, with at least 3 years in a SaaS leadership role.
Deep expertise building, auditing, and restructuring end-to-end customer journeys, and facilitating Design Thinking workshops.
Proven ability to act as the business owner for customer-facing automation across complex, cross-functional environments.
Expertise designing automated, tech-touch workflows that feel highly personalized and intuitive.
Strong data fluency, with proficiency in BI tools (Tableau/Looker) and Customer Success platforms (Gainsight/ChurnZero).
